Technical Director – Customer Success at Abacus Insights

| Greater Boston Area
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Apply if you are…

  • Motivated to build a world-class Technical Customer Success team with deep technical expertise and a fanatical focus on customer satisfaction
  • Deeply hands-on and excited to work with cutting-edge cloud computing technology in a dynamic agile environment
  • Energized about working at a fast-paced start-up with high levels of uncertainty and change
  • Open-minded and a strong communicator who knows how to interact with Customer teams as well as with Product and Engineering teams
  • Psyched to work with a talented team that is moving the needle on the most pressing challenges in US healthcare

You should expect to…

  • Serve as the primary point of contact post implementation. Assume overall customer adoption responsibility and critical issue management role.
  • Resolve customer issues in a hands-on manner, including triaging, troubleshooting, escalating, and/or providing resolution to technical support tickets, and achieving key business objectives (SLAs, KPIs, etc.).
  • Monitor customer adoption and product utilization, proactively understand exactly how customers are using the platform to drive their use cases and adoption.
  • Advocate customer needs/issues cross-departmentally. Align so seamlessly with client services, product and engineering that we can barely tell what team you’re actually on.
  • Attract, hire and retain a high-performing team, including serving as a manager, mentor, knowledge resource, and escalation point.
  • Focus on automation and scaling of Customer Success functions.
  • Effectively communicate customer feedback to Engineering and Product Management in order to continually add value to the customer experience
  • Stay abreast of evolving practices and models in Customer Success and Technical Support

Terrific if you have…   

  • Prior experience in Customer Success or equivalent role of supporting customer ops and satisfaction
  • Experience with early-stage B2B SaaS product companies and working with large enterprise clients
  • Expertise in cloud computing and big data technologies
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • AWSLanguages
    • TerraformLanguages
    • GitlabLanguages
    • ReactLibraries
    • ReduxLibraries
    • SparkFrameworks
    • MySQLDatabases

Location

In the heart of Boston Financial District. 10/15 Minute walk from both South and North Station. Short walks to historic North End and Faneuil Hall.

An Insider's view of Abacus Insights

How does the company support your career growth?

Career growth is a focal point at Abacus and something that is always promoted at our all hands meetings. It has been tremendously supported at Abacus and preached by leadership through action. Abacus dedicates funds for each department to attend conferences/workshops and travel associated. I haven't seen that much our of earlier stage companies.

Dave Aquilino

Talent Acquisition Manager

How do you make yourself accessible to the rest of the team?

We are a small but growing company, located in 2 cities, have beads working remotely, and some travel a lot. Remaining connected to the team is critical and I use as many of the existing tools possible email, Slack, Zoom, confluence. Our offices are all open plan so accessing me is easy and it is more likely that I will access my team!

Minal Patel

CEO

What are Abacus Insights Perks + Benefits

Culture
Partners with Nonprofits
Participation in the Wonderfund. A non-profit focused on providing comfort and dignity to children in traumatic situations and enrich childhoods that have been impacted by abuse and neglect.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Abacus employees can contribute up to $2750 annually to their Health Care FSA, and up to $5,000 annually to their Dependent Care FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $12500 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Parking
We offer employees Free on-site garage parking.
Pet Friendly
The Abacus office is located in a dog-friendly building.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
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