Customer Success Engagement Manager

About Us

Viaduct uses patented AI to discover hidden patterns in complex time series data to reduce the cost of quality management and enable predictive maintenance at scale.  Our solution was built to solve the toughest problems in connected asset (passenger vehicles, commercial vehicles, construction equipment, agriculture equipment, etc) AI.  We use AI to find meaningful patterns in connected data to aid quality, manufacturing, engineering and after-sales organizations.  Viaduct’s differentiation includes patented AI, proprietary infrastructure and domain expertise. Our output includes data unification, early issue detection, significantly faster root-cause analysis and equipment specific service recommendations.  

Who you are

We are lookinf for a Customer Success Engagement Manager with experience in customer success and data analytics. In this role, you will lead multiple customer engagements to ensure that our clients realize the full value of our solutions. As a key member of the Customer Success team, you will serve as the primary point of contact for customers, ensuring they have the right resources, consistently receive high-quality service, and can fully leverage all the benefits Viaduct provides. Additionally, you will collaborate closely with our Data Science, Product, and Engineering teams to evolve our solutions in line with customer needs and changing market dynamics.

The role requires excellent attention to detail, collaboration, communication and organizational skills, paired with the ability to manage multiple projects and customers. Additionally, you are a skilled analytics practitioner who knows how to apply practical data analytics to create solutions that drive measurable impact

Key Responsibilities

• Lead and oversee customer engagement, consulting and/or analytics projects from inception to completion, ensuring timely delivery and high-quality outputs.
• Develop and maintain strong relationships with customers, understanding their needs and translating them into actionable analytics solutions.
• Collaborate and provide expert guidance to the product, engineering and data science teams, fostering a culture of continuous learning and improvement.
• Ensure the alignment of analytics projects with business value.
• Monitor project progress, manage risks, prioritize actions, and ensure adherence to budgets and timelines.
• Present findings and recommendations to senior management and customers, effectively communicating complex data insight resulting in business value.
• Develop strategy and lead execution of customer engagement extensions and renewals.
• Stay updated with the latest trends and technologies in data analytics and apply them to improve our software.
• Work with customers to gather software requests and prioritize backlog with product teams.

Position Details:

• Compensation: 85% fixed salary + 15% bonus based on performance
• Travel: 0-50%
• Role Type:  Individual Contributor 
• Employment Type:  Full Time
• Work site:  Up to 100% work from home
• Profession:  Engagement Manager
• Organization:  Commercial (Customer Success)

Required qualifications:

• 10+ years of experience in in customer-facing roles (as an Engagement Manager, Customer Success, etc..).
• Proven track record of managing and delivering large-scale analytics projects with diverse teams
• The ability to build and maintain strong customer relationships.
• Demonstrated ability to innovate and drive business growth through analytics
• Ability to manage multiple projects simultaneously
• Exceptional communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholders
• Prior experience using data analytics software and programming languages such as SQL, Python, R, and/or Tableau
• Strong problem-solving skills and the ability to think strategically

Preferred Qualifications:

• M.S. or Ph.D. in Data Science, Statistics, Computer Science, or related field
• 3+ years of Experience working at a big-3 consulting firm
• Knowledge of machine learning algorithms and predictive modeling techniques
• Familiarity with advanced technologies such as Hadoop, Spark, and cloud platforms like AWS or Azure
• Knowledge of manufacturing operations, supply chain, service operations or quality management a plus

 Security and Privacy responsibilities

• Follow our policy and procedure documents related to security and privacy
• Follow the guidelines in the Employee Handbook
• Participate in new hire and annual training for security and privacy
• Treat data security and privacy as one of your primary job responsibilities
• Report Security Incidents you discover as bugs