Lead Customer Success Data Scientist - Industry Analytics

About Spotfire

Spotfire is a business unit of Cloud Software Group, one of the largest enterprise software companies in the world. Spotfire combines visualizations and advanced analytics to allow experts in their field to find industry-specific solutions the human mind or computers can’t solve alone. Our more than 10,000 customers include:

• Majority of the top 10 Energy companies in the world
• Majority of the top 10 Life Sciences companies in the world
• 7 of the world’s top 10 Manufacturing companies
• Several other major companies in banking, retail, and airlines

We are looking for people with a passion to make a big difference by doing the job they love – dynamic individuals willing to take the risks necessary to make big ideas come to life and who are comfortable collaborating in our creative, innovation-driven environment.

Overview

Our global Customer Success team is a central part of the company strategy. The team focuses on customers, innovation, and the community of scientists, engineers, and data scientists. The team is responsible for guiding customers to successfully adopt and maximize value from their investment in Spotfire.

Operating across several sectors, our Customer Success Data Scientists have helped improve the drilling operations of several energy companies, increase yield at some of the biggest semiconductor companies and ensured on-time deliveries of well known global logistics companies.

We are seeking a Lead Customer Success Data Scientist to join our team in the North America region. Texas, United States is preferred, and we will consider Canada and other areas in the United States except New York and California. This role is ideal for a candidate with proven expertise in Manufacturing, Energy, or Life Sciences industry and a strong passion for Visual Data Science.

In this role, you will be the driving force behind long-term customer success for a portfolio of clients, responsible for achieving high adoption, retention, and satisfaction. You will serve as a trusted advisor to all customer stakeholders and act as the key liaison between the customer and internal Spotfire teams.

The successful candidate will leverage their hands-on prowess and thought leadership to significantly grow our customers' analytical capabilities using Spotfire. A key part of the role involves developing analytical deliverables, employing methods from exploratory analytics to machine learning, statistical modeling, and AI.

Joining a highly collaborative team, you will deliver outcomes that enhance both product and account health. Furthermore, you will have exciting opportunities to represent Spotfire at industry events and contribute to our active customer and partner community.

Responsibilities

• Technical Strategy - Use Spotfire and data science skills to collaborate with customers, translating their business objectives into actionable success plans. Develop a deep understanding of industry analytics use cases. Customer Success plans include onboarding, adoption, monitoring support, managing upgrades, enabling new features, and establishing a center of excellence.
• Trusted Advisor - Aware of industry context and understanding customer needs through regular customer health assessments you can build consultative relationships and act as trusted advisor helping navigate challenges and building long-term customer advocacy.
• Innovation - Perform and guide R&D topics in the field of applied machine learning and AI. Translate customer business goals into technical objectives and help create custom solutions for industry use cases, providing guidance, and building prototypes. Projects include Large Language Models, digital twin, anomaly detection in time series, or mathematical modeling of manufacturing processes.
• Cross-functional Collaboration - Collaborate with sales, support, product management, and engineering to align strategy, improve customer outcomes, resolve escalations, find sales opportunities, and provide product roadmap input. This involves gathering detailed information, analysis, and investigation to address numerous, often undefined, problems and requests.
• Education and Community - Actively engage with your customers in the Spotfire community to drive adoption and enablement. Contribute relevant industry and data science content. Represent the team as a speaker or instructor in industry events and external conferences.
• Personal Development - Continue to develop expertise and monitor trends in industry analytics and visual data science tools and techniques.
• Organizational Impact - works to achieve operational targets with major impact on the departmental results and work is performed with limited oversight.
• Leadership and Talent Management - Some level of coaching and training of other employees within the job area will be involved.

Qualifications

• 6-8+ years of data science experience using software environments and programming languages e.g. Spotfire, Tableau, Qlikview, SP