Position Overview 

As a SingleStore Customer Success team member, you'll co-own a portfolio with assigned account executives, cultivating robust relationships and expanding SingleStore's presence both vertically and horizontally. Your role spans the post-sales customer lifecycle, emphasizing value maximization through effective SingleStore use.

Thriving in a dynamic, collaborative environment, you'll play a key role in SingleStore's growth and support customer adoption. With SingleStore as the exclusive database for data-intensive applications, it enables real-time transaction, analysis, and contextualization of data.

This role requires a technically adept critical thinker with a foundational understanding of real-time big data and additional knowledge in vector databases and AI use cases. These capabilities empower effective communication with technical and leadership resources, reinforcing relationships, and optimizing client value.

Role and Responsibilities:  

• Master SingleStore's core functionalities for diverse use cases.
• Communicate SingleStore's value proposition and functionalities, backed by customer references.
• Own a growing portfolio of customers with varying touchpoints.
• Collaborate across teams to maximize client value.
• Lead customer interactions from implementation to renewals and growth discussions.
• Advocate for clients internally, providing valuable feedback.
• Manage escalated ticket requests through the Support team.
• Disseminate updates on products, events, and maintain internal reports.

Required Skills and Experience:  

• Degree in a tech-related field or equivalent experience.
• 3+ years in customer-facing roles involving Cloud technologies (CSM, TAM, Technical Support, Consulting, Engineering).
• Experience in Database (SQL, noSQL, HTAP) and Cloud technologies.
• Proficient in project management, issue tracking, and accountability.
• Strong verbal skills for relational building.
• Experience in escalation management and risk mitigation, demonstrating business acumen.
• Resourceful problem solver with creative approaches.

Benefits

• Company Wide
• Technology Stipend for New Employees 
• Monthly Cell Phone and Internet Stipend
• Health and Wellness benefit 
• In office catered lunches and monthly Grubhub credit
• Company and team events 
• Flexible time off 
• Volunteer time off
• Stock Options 
• Country Specific (if applicable) 
• HealthBenefits
• Retirement 

As employees are located in many different countries around the world, some benefits may differ from country to country. In all cases, we do our best to provide equitable perks and benefits across our locations.

Other:

• Employment Status: Full Time Employment 
• Work Authorization: Eligibility to work for US based employer 
• Location/Working classification: Remote - US or Hybrid 

SingleStore delivers the cloud-native database with the speed and scale to power the world’s data-intensive applications. With a distributed SQL database that introduces simplicity to your data architecture by unifying transactions and analytics, SingleStore empowers digital leaders to deliver exceptional, real-time data experiences to their customers. SingleStore is venture-backed and headquartered in San Francisco with offices in Sunnyvale, Raleigh, Seattle, Boston, London, Lisbon, Bangalore, Dublin and Kyiv. 

Consistent with our commitment to diversity & inclusion, we value individuals with the ability to work on diverse teams and with a diverse range of people.

To all recruitment agencies: SingleStore does not accept agency resumes. Please do not forward resumes to SingleStore employees. SingleStore is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.

#li-remote #remote-li 

SingleStore values individuals for their unique skills and experiences, and we’re proud to offer roles in a variety of locations across the United States. Salary is based on permissible, non-discriminatory factors such as skills, experience, and geographic location, and is just one part of our total compensation and benefits package. Certain roles are also eligible for additional rewards, including merit increases and annual bonuses. 

Our benefits package for this role includes: stock options, flexible paid time off, monthly three-day weekends, 14 weeks of fully-paid gender-neutral parental leave, fertility and adoption assistance, mental health counseling, 401(k) retirement plan, and rich health insurance offerings—including medical, dental, vision and life and disability insurance. 

SingleStore’s base salary range for this role, if based in California, Colorado, Washington, or New York City is: $120k to $160k  USD per year

The Oppportunity

The IT team strives to provide UserTesting with fast and efficient response when it comes to requests for IT assistance.  UserTesting has offices and staff all over the globe which provide both internal and external support for staff and customers.  The IT team needs to be able to support the company with reasonable response times regardless of where our staff are located.  Currently the majority of the IT team are in EMEA and the US East Coast time zones. We are seeking a talented IT Support Specialist for the US West coast time zone that will give us added coverage for issues that arise both during the later part of the day in the west coast as well as the beginning of the day in APAC. 

You will provide support by responding to IT support requests and raise urgent issues that they are unable or not provisioned to solve to the IT Managers in “after hours“ incidents.  This support role will do IT ticketing as well as well defined small scope projects in existing IT toolsets when there are no active IT support requests. 

What we're looking for

• Able to work 11am - 7pm PST Monday through Friday. Preferably located in West coast time zone. 
• Basic experience with working in enterprise level IT ticketing systems (Zendesk, Jira Service management, etc)
• Experience working in an IT support capacity
• Experience working in a remote capacity and has skills to work effectively remotely with management assistance. 
• Able to effectively and professionally communicate with team and staff members
• Experience working with IT technical documentation
• Basic working knowledge of fundamental IT concepts (Networking, Hardware, SaaS) to be able to provide support for tickets as they arise. 
• Experience with some or all IT Enterprise Tools sets (Okta, Jamf, Windows, Mac, Google Workspace, Slack, Zoom etc as examples)

Perks/Benefits

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off (Full time salaried (exempt) employees)
• 12 Days of observed holiday entitlement
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan 
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Programme
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!

Location(s): Remote Canada 

Why Thunderbird?

MZLA Technologies Corporation (MZLA) is a wholly-owned, for-profit subsidiary of the Mozilla Foundation and the home of Thunderbird. Thunderbird is a global, free, and open-source email and productivity app, which has experienced significant growth in revenue, staff, and aspirations since its launch 20 years ago. Our revenue comes from our dedicated users around the world who generously fund our work. As we continue to expand our team and enhance our products and services, we remain dedicated to providing best-in-class productivity solutions independent of big tech. Operating as a small but dynamic team of 40 + staff across seven countries and time zones, we are part of the larger Mozilla family but maintain our distinct and independent identity from both the Mozilla Foundation and Mozilla Corporation.

Our organizational culture is driven by our mission. We are committed tofostering opennessandtransparencyas a member of the open-source community. We lean intocollaboration, creativity, and diversity. We bring a hearty dose ofscrappy gritandresilienceto our lively and spirited team. Our operating principles leveragedata informed decisions, ownership, speed andefficiencies toelevateour work and deliver innovative and impactful solutions to our users.

We work openly and this newly created Manager, Community Programs role is pivotal in advancing and strengthening our relationships with the open-source contributor community that helps power Thunderbird. It’s an incredible opportunity for an experienced community manager to help shape our community engagement activities and build a pipeline of active volunteers who support our varied product development and support initiatives.

The Opportunity:

Our community team is a dynamic and collaborative group dedicated to open-source excellence and innovation, working closely with a global network of volunteers and developers. In this role, you will manage the team and engage directly with our community, facilitating onboarding, communicating priorities, and providing clear direction. You’ll collaborate closely with our internal teams to identify opportunities for engagement (product development, QA, localization and user support) and you’ll organize all community initiatives, measuring and ensuring we see a meaningful return on investment from our engagement efforts.

TheManager, Community Program willmanage a small teamand report directly to the Managing Director, Product.

This is aremote,full timeposition. We require strong written communication skills to facilitate effective work coordination across various virtual communication platforms such as email and video conferencing.

What you’ll do: 

• Develop and implement strategies for community growth, engagement, and retention, while ensuring alignment with the organization's vision and goals.
• Lead and mentor the Community team, fostering their growth through direct management, coaching and mentorship.
• With your team, manage programs to successfully onboard and move volunteers up the contribution curve and ensure they have opportunities to make meaningful contributions.
• Actively participate in community discussions and outreach activities across various channels, provide support and encouragement to members, and moderate interactions to maintain a positive and respectful environment.
• Collaborate with our internal teams (engineering, QA, design, product, support) to source problems and needs appropriate for working with the crowd. 
• Collaborate with marketing to support campaigns and activities to increase community activity and engagement, creating content as needed.
• Create a recognition program that increases and celebrates volunteer engagement and satisfaction.
• Manage the tools that measure community engagement, monitor and take action as needed.
• Serve as a bridge between internal teams and external contributors, listening to feedback and questions with empathy, and responding in kind and sharing feedback and insights so collaboration flows seamlessly.
• Plan and budget for annual outreach programs, such as conferences, online events and other outreach activities.  
• Publicize and apply CPG fairly and consistently. Make recommendations for improvement when appropriate.

What you’ll bring: 

• Seasoned professional experienced working with and supporting multiple stakeholders and delivering results. 
• Minimum 3 years of experience building and/or managing technical communities. Experience or familiarity with Thunderbird or another Mozilla project is a strong plus.
• Prior developer experience is strongly preferred.
• Minimum of 2 years people management experience, holding 1-1s, giving feedback and helping coach team members to grow and thrive.
• Understanding of and ability to use version control systems: experience with Git and/or Mercurial.
• Experience moderating forums, mailing lists and chat channels.
• Strong organizational skills and ability to manage multiple projects at the same time.
• Dedication to open source and open standards and passion for engaging with a diverse and global community. 
• Exceptional communication and interpersonal skills with clear and crisp writing, strong cultural awareness and ability to communicate with a variety of audiences.
• Knowledge of inclusive practices for community building, including code of conduct enforcement.
• Ability to de-escalate and balance tensions as they arise. 

Bonus points for:

• Bonus points for fluency in a second language such as German, French, Spanish or Japanese

What you’ll get:

We benchmark our base salaries to local markets and target the 60th percentile of the peer market. The salary ranges for this role are:

• Canada: $100k-115k

In addition to competitive salaries, we offer a comprehensive benefits package designed to support your whole self.

Work & Career

• Fully remote work & schedule flexibility
• Latest Laptop and accessories 
• Annual Remote Work Stipend
• Monthly Internet Stipend
• Professional Development Stipend
• Industry Conferences
• Annual Global Team Offsite

Rest & Play

• 24 days PTO per year (prorated) 
• Your Birthday
• Year-end Company Shutdown
• Pilot 4 Day Work Week (July & August 2024)
• Public Holidays
• Other Paid Leave
• Wellbeing Stipend for Personal / Family Activities

Health & Family

• 401k/Pension Contributions
• Health, Dental, & Vision Insurance
• Disability/Income Protection Insurance
• Life Insurance
• Employee Assistance Program 
• Paid Parental Leave
• Paid Sick Days 

*Applicants must reside in and have work authorization for one of the country locations specified above. We are unable to consider applicants outside of these markets at this time. And we are unable to provide visa sponsorship.

All applications should be submitted from our company website (filter jobs by MZLA/Thunderbird).

About Mozilla 

At Mozilla, we have big ambitions for the future, we want to build impactful products that are different — that are built with more respect for the people using them and help us explore new forms of openness. It’s going to take hard work that Mozilla is uniquely suited to take on. It’s why we’re here. It’s who we are. And it’s our future.

Bring your passion, your creativity, your big ideas, and your new perspectives to make the difference we’re aiming for.

MZLA Technologies Corporation (MZLA) Commitment to diversity, equity and inclusion

Mozilla believes in the value of diverse creative practices and forms of knowledge, and knows diversity, equity and inclusion are crucial to and enrich the company’s core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities and expressions.

We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose. 

We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us athiringaccommodations@thunderbird.netto request accommodation.

#LI-DNI