About Neo4j:
Neo4j is the leader in Graph Database & Analytics, helping organizations uncover hidden patterns and
relationships across billions of data connections deeply, easily, and quickly. Customers use Neo4j to gain
a deeper understanding of their business and reveal new ways of solving their most pressing problems.
Over 84% of Fortune 100 companies use Neo4j, along with a vibrant community of 250,000+ developers,
data scientists, and architects across the globe. At Neo4j, we're proud to build the technology that powers breakthrough solutions for our customers.
These solutions have helped NASA get to Mars two years earlier, broke the Panama Papers for the ICIJ,
and are helping Transport for London to cut congestion by 10% and save $750M a year. Some of our
other notable customers include Intuit, Lockheed Martin, Novartis, UBS, and Walmart. Neo4j experienced rapid growth this year as organizations looking to deploy generative AI (GenAI)
recognized graph databases as essential for improving it's accuracy, transparency, and explainability.
Growth was further fueled by enterprise demand for Neo4j's cloud offering and partnerships with leading
cloud hyperscalers and ecosystem leaders. Learn more at and follow us on LinkedIn. Our Vision:
At Neo4j, we have always strived to help the world make sense of data. As business, society and knowledge become increasingly connected, our technology promotes innovation
by helping organizations to find and understand data relationships. We created, drive and lead the graph
database category, and we're disrupting how organizations leverage their data to innovate and stay
competitive. Job Overview: A Senior Federal Customer Success Manager at Neo4j is a well-rounded expert in Neo4j best practices
and a trusted technical advisor and advocate for Neo4j's valued commercial customers. Your primary
objective is to ensure the technical success of your customers' projects using Neo4j. At the same time,
your focus is on minimizing time to value, maximizing product adoption, and bringing real-world customer
experiences back into Neo4j to improve all customers' experiences with Neo4j. Candidates should be
comfortable troubleshooting technical issues, speaking with customers about their needs, questions, and
concerns, and working with their colleagues as part of a growing team distributed across the globe.
Specific qualifications for the role include: Responsibilities: Establish, build and maintain positive, trusted relationships at all decision levels within assigned accounts Serve as a technical champion within Neo4j for the successful execution of our customers' enterprise solutions, from initial deployment (definition / design, set-up, testing, launch, and roll out) to on-going production Advocate for the customer within Neo4j with respect to customer's requirements and goals, particularly with Product Management and Product Engineering. , Maintain an awareness of the customer's unique implementations and project milestones, and disseminate that knowledge to other resources throughout Neo4j, as needed. Utilize this awareness to proactively provide advice and consultation to customers on planned timelines and objectives Using data collected throughout the customer journey, work cross-functionally to proactively offer technical and account-related support to customers. Act as a key escalation point to help defuse critical issues Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases. Efficiently troubleshoot various technical challenges in a variety of cloud (AWS, Azure, GCP, etc) and on-premises environments Deliver custom onboarding training/boot camps for assigned accounts as required Facilitate technical aspects of QBRs and Center of Excellence programs for assigned accounts Provide regular status reports on technical health of the project to internal stakeholders Hold regular (weekly/bi-weekly/monthly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status and escalations on current open issues Educate and promote best practices for leveraging Neo4j Customer Support based on assigned customer's unique experiences and challenges Stay current on Neo4j's portfolio of products, features, solutions, integrations and overall offerings Work closely with Customer Success Managers to ensure high renewal rates and customer satisfaction Assume ultimate accountability for the technical success of portfolio customers Essential prerequisites: Active TS/SCI w/ FS Poly Living and working in the Washington DC, MD or VA area Working from home with ability to travel on-site to customer locations Qualifications Establish and constantly build upon a solid technical understanding of Neo4j and how our customers build, deploy and manage applications using our graph platform. Collaborate effectively within Customer Success, Field Engineering, Sales, Product Engineering, and other Neo4j teams to understand and resolve customer issues completely and expediently. Constantly work to streamline and improve processes, tools, Neo4j's product offerings, and the overall customer experience. Know when to seek help, and always be willing and open to offering expertise and assistance to colleagues and customers alike. Effectively communicate with all levels of customer contacts including CTOs, management, developers and operations teams. Provide valuable guidance and insight through email, telephone, remote conferencing and occasionally in-person engagements. Work with Product Management and Product Engineering to help define and drive fixes and enhancements to address customer needs. Passion for solving Customer problems. Take responsibility and ownership with Customer problems. ,Technical Skills Timely triage varying issues based on error messages, log files, threads dumps, stack traces, sample code, and other available data points. Troubleshoot performance issues in JVM based software (4j means for Java). Consult with customers on Cypher query tuning (SQL for graphs) and data model design to address performance needs and expanding use cases. Embrace Neo4j as a part of the customer's overall architecture, with a need to advise and troubleshoot client application driver connections from official drivers in the following languages/frameworks: Java, Spring Java, JavaScript, Python, .NET, Go, JDBC. Review and provide suggested improvements to Java User Defined Procedures (and UDFs) and other Neo4j Java API questions (Java experience preferred). Efficiently troubleshoot cluster issues across multiple servers, data centers, and regions, in a variety of cloud (AWS, Azure, GCP, etc), virtual, and bare metal environments. Possess demonstrated proficiency in Linux (primarily) and Windows (secondary) environments ( and most common OS's, respectively). Background in database technologies (SQL, noSQL or competing graph database technologies. Docker and Kubernetes, distributed technologies and clustering Nice to have: Graph Data Science technology experience, UI, UX
Date Posted: 27 March 2025
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