• Seven out of the top ten global banks use TigerGraph for real-time fraud detection. 
• Over 50 million patients receive care path recommendations to assist them on their wellness journey. 
• 300 million consumers receive personalized offers with recommendation engines powered by TigerGraph. 
• TigerGraph reduces power outages by optimizing the energy infrastructure for 1 billion people. 

Brief Overview:

We are seeking a highly motivated and skilled Technical Program Manager to join our team. This role is a unique blend of a Pre-Sales Engineer and a Customer Success Manager, ideal for someone with a strong technical background who is also passionate about customer advocacy and success. The Customer Success Engineer will play a pivotal role in both the pre-sales process and the ongoing success of our customers.

Key Responsibilities:

Pre-Sales Engineering:

• Collaborate with the sales team to understand and analyze customer needs and requirements.
• Conduct detailed product demonstrations and technical presentations, tailored to customer’s technical needs and challenges.
• Respond to technical queries and concerns during the sales process, effectively communicating the features and benefits of our products.
• Assist in the preparation of technical proposals and provide input for SOW, RFPs/RFIs.

Customer Onboarding and Training:

• Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of our products.
• Assist in comprehensive training sessions for customers, ensuring they have a thorough understanding of the product to maximize its utility.
• Develop and update training materials and documentation to enable customers to fully leverage our product features and capabilities. Ensure these resources are easily accessible and user-friendly.

Account Management and Growth:

• Establish and nurture long-term relationships with customers, understanding their business objectives and aligning our solutions to their goals.
• Identify growth opportunities within existing accounts through upselling and cross-selling initiatives.
• Regularly assess account health, identify churn risks, and implement strategies for retention.

Technical Support and Advocacy:

• Serve as the primary technical contact for customers, addressing and resolving complex technical issues in a timely manner.
• Advocate for customer needs/issues cross-departmentally, ensuring customer feedback is communicated and considered in product development.
• Other duties as assigned

Qualifications:

• Bachelor’s degree in a technical field such as Engineering, Computer Science, or related area.
• 3+ years of experience in a technical pre-sales, customer success, or related role in a technology-focused company.

Bonus Points:

• Strong technical proficiency, with the ability to understand and articulate complex solutions.
• Excellent communication and presentation skills, capable of engaging effectively with both technical and non-technical stakeholders.
• Proven track record of building and maintaining strong customer relationships.

The anticipated salary range for candidates who will work in Redwood City, CA is $120,000- $150,000. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, type and length of experience within the industry, education, etc. TigerGraph is a multi-state employer and this salary range may not reflect positions that work in other states.