The Clarivoy Team
Clarivoy is made up of multiple teams of people: CS, DIS, Engineering, ETL, TVA, Sales, Leadership, GL, and Konetiq. It will be immensely helpful for you to orient yourself with these teams’ responsibilities and the people who form each of them. For a real-time view of the Clarivoy Accountability Chart, login to Bloom, and click on the tab "Org Chart."
Leadership Team
Steve White, CEO and Founder
Matt Reid, President
Chris Kerr, VP of Sales
Helen Moss, VP of Customer Success
Eric Cotter, VP of Product
Matt Dailey, VP of Engineering
Account Team
From sales to partnerships to customer retention, this team focuses on gaining and growing revenue.
Chris Kerr, Chief Revenue Officer
Helen Moss, VP of Customer Success
Brandi Booker, Sales and Marketing Manager
Amy Gunter, Customer Success Director
Nan Mossey, Customer Success Manager
Sean McLean, Customer Success Manager / Product Manager, AA & Identity AI
Sam Vos, Customer Success Lead
Lisa Stroud, Customer Success Lead
Jacquelyn Morton, Customer Success Specialist
Engineering Team
Matt Dailey, VP of Engineering
Dan Shultz, Principal Web Application Architect
Operations Team
Jordan Moore, Director of Operations
Charlie Gilbert, Senior Operations Specialist
Derek Brussell, Operations Specialist
General & Accounting (G&A)
These guys make sure our customers are billed and you are paid.
Laura Phillips, Controller and Office Manager
Bill Tanner, CFO
Konetiq (Digital Marketing)
This division within Clarivoy provides digital marketing services to advertisers outside the Automotive vertical.
Josh Goodin, Managing Director
Samantha Tisdale, Ad Operations Manager
Kaylee Zender, Ad Operations Specialist
Tecca Potina, Ad Operations Specialist
Roles
Customer Success Lead
As a Customer Success Lead (CSL), you will be responsible for ensuring that clients understand and can get the most value from our products. Ultimately, you are driving retention, renewal and account expansion.
Responsibilities
Drive true value for customers:
Develop trusted relationships with decision makers with each assigned customer and serve as the lead point of contact.
Educate customers on product features and data output so that they get the most value out of our products.
Maintain expertise on industry trends/practices and competitive landscape.
Play a critical communications role by regularly interacting with customers to clearly and succinctly communicate insights
Lead cross-functionally to drive customer success:
Work with internal teams to balance, meet and exceed customer expectations and perceptions.
Oversee the onboarding process and monthly data collection for your assigned customers.
Work closely with Product and Engineering teams on the identification and tracking of enhancement requests for future features and functionality.
Drive alignment for customer renewals and expansion
Partner with Sales to develop a plan for customer success and expansion for each customer to achieve growth goals.
Identify upsell and product extension sales opportunities and communicate any potential risks that would threaten renewal.
Be the best user of Clarivoy products to promote customer adoption and use
Maintain a deep understanding of our solutions and speak with customers about the solutions we have and or are developing.
Develop customer stories, case studies and client references.
Develop and teach best practices around analysis and insights to both clients and throughout Clarivoy.
Achieve operational excellence
Function as the voice of the customer and provide internal feedback on how Clarivoy can better serve our customers.
Enhance the effectiveness and efficiency of processes and systems.
Measures of Success
Speed of insyncing new clients (in partnership with Data Integration)
Speed of report delivery (in partnership with Dev team and QA)
Client longevity (retention)
Customer expansion (additional rooftops or products)
Customer Success Operations Specialist
In general, the Ops Specialist is responsible for the internal product of curating the data and getting it into processing, while the CS Engineer picks up the data there and makes sure that CSL’s issues or concerns about the data are addressed for reporting to the client
Ensures quality ingestion of data from customers and third party partners into Clarivoy’s systems for Sales Attribution, On Demand Attribution, TV Attribution, and any other customer data driven service or product Clarivoy provides
The Data Operations Manager is a key member of the Customer Success team and focuses on the data ingestion and quality assurance of the incoming data while supporting Customer Success, Sales, and the greater Clarivoy team.
Weekly and monthly focus on onboarding and training new customers to enable quality data delivery to Clarivoy to ensure ease of curation and ingestion. Trains new customers to prepare, format and deliver data directly to Clarivoy or via third-party methods like DealerVault. Maps and curates new customer data and works with Customer Success to follow up with customers on deficiencies/corrects deficiencies in data deliverables.
Takes initiative for innovation and ongoing quality improvement in the areas of data ingestion, new customer/vendor integration and the relationship management between each party.
Responsibilities:
Customer and third-party vendor data curation
Assist Customer Success with Customer onboarding
Manage third-party vendor onboarding
Relationship management and problem resolution with customers and third-party vendors along with internal teams
Monitor systems and alerts for data ingestion and loading
Maintain data operations status updates in company communication platforms
Maintain internal and external process documentation for data ingestion and communicate requirements with appropriate parties
SFTP set up and support
Provide issue documentation, reproduction for ETL systems
Manage and supervise contractors who may be added to the team during peak periods to support data ingestion
Backup of Customer Success Engineer and Data Production
Additional duties as assigned
Skills:
Data support and analysis using Excel, SQL
Database management using Excel, SQL
Server access and interaction using Terminal, Linux commands
Software: MS Office, Google Suite, Monday.com, Slack, Chrome, DataGrip, Chartio, Keeper
Technology: PostgreSQL
Customer Success Engineer
Ensures quality processing and delivering of Clarivoy data to customers and third party partners for Sales Attribution, TV Attribution, On Demand Attribution, and any other data products or services Clarivoy provides.
The Customer Success Engineer is a key member of the Engineering team and focuses on the data processing and quality assurance of the reporting outputs while supporting Customer Success, Sales, and the greater Clarivoy team.
Weekly and monthly focus on successful processing of existing data streams, addressing failures, and issues with data, and collaborates with the Data Operations Manager to retrain clients on data preparation and delivery as needed.
Takes initiative for innovation and ongoing quality improvement in the responsibilities of data management, customer data processing, data continuity, internal reporting systems and Dashboard, Quality Assurance, and problem resolution. Works closely with the Data Operations Manager, Customer Success and Engineering to accomplish this work.
Responsibilities:
Monitor systems and alerts for data processing and production
Provide engineering support for ETL systems/processes
Provide system admin support for data operations, to include SFTP set up and support
Provide issue documentation, reproduction, and fixes for ETL systems and data processing/production
Provide technical and engineering support to Customer Success team
Develop a Python engineer skill set
Backup of Data Operations Manager and Data Ingestion
Additional duties as assigned
Skills:
Data support and analysis using SQL, Presto, Studio3T
Database management using SQL, Presto, Studio3T
Server access and interaction using Terminal, Linux commands
Git/Github
Python
Visual Studio Code
Software: MS Office, Google Suite, Monday.com, Slack, Chrome, DataGrip, Chartio, Treasure Data, Studio3T, Keeper, Visual Studio Code, Github
Technology: PostgreSQL, MongoDB, Hadoop (Treasure Data), Python