DataDome Joins the Ranks of Great Places to Work 2024!
DataDome's solutions and services team provides technical expertise to ensure we address each client's needs throughout the customer journey.
Devon Walo
Talent Acquisition Manager
At DataDome, a pragmatic customer journey requires a total team effort. On average, our sales cycle lasts 30 days, resulting in the successful implementation of our bot and online fraud protection, securing customers with unparalleled accuracy and zero compromise.
The solutions and services team is involved from the beginning of the customer journey, providing technical expertise and knowledge to ensure our solution fixes each customer pain point. Let’s explore different roles within our solutions and services team, the impact they have in onboarding new clients, and the team’s priorities for 2023.
DataDome’s Vice President of Solutions and Services Mathieu Dalmau and Head of Solutions and Services Enablement Boris Tréhin lead a team of 14 BotBusters dedicated to solutions and technical support engineering. The team spans three continents and supports more than 300 customers worldwide!
Managing a global team while supporting their professional development requires a combination of effective communication, leadership, flexibility, and a genuine focus on individual growth. This empowers team members to excel in their role and contribute to the overall success of the customer journey.
Mathieu Dalmau, VP, Solutions & Services
DataDome’s customer journey is broken down into two key stages: pre-sales and post-sales. Once a prospect is qualified by the business development and sales teams, solution engineers are engaged to demonstrate the functionality of DataDome’s bot mitigation and online fraud protection offerings. They align our technical solution with the prospects’ architecture and ensure seamless same-day integration.
Supporting our customers is a team effort, and Mathieu believes in creating a positive and inclusive work environment to foster trust and mutual support among team members. He encourages his 100% remote team to leverage one another within their expertise, spurring peer-to-peer learning and cross-functional collaboration.
An example of successful collaboration is when Solutions Engineer Ismael Dembele found and enrolled in a Udemy training course focused on Android SDKs. Ismael then shared his learnings with the global team, and now continues to actively assist fellow solution and technical support engineers in this type of implementation.
Jason Vick started with DataDome in 2022 as one of the first solution engineers in the US. After years of deploying and supporting IT infrastructure, Jason says DataDome has strengthened his knowledge of the end-to-end user experience when visiting a website.
Jason works with prospects to understand which actions are necessary to protect against advanced threats targeting prospects’ websites, mobile applications, and APIs.
The biggest impact a solution engineer can have is to establish trust with our future clients. We focus on understanding a prospect’s requirements and matching them with the appropriate technology. We are always excited for an opportunity to meet a challenge with a technical solution.
Jason Vick, Solution Engineer
During the excitement of beginning a new business relationship, Jason’s first priority is ensuring a proper fit. When entering a discovery call or followup conversation, he focuses his technical approach in three areas:
Once a prospective customer signs their contract, they are introduced to their customer success manager and technical support engineers, who nurture long-term technical support, partnerships, and renewals.
Halim Ennadifi joined DataDome in 2022 as a technical support engineer, serving a portfolio of customers throughout EMEA. He is responsible for ensuring a seamless onboarding experience for new customers, assisting in their attack mitigation and solution implementation, and responding to any technical questions.
He always keeps customer satisfaction at the forefront.
We have a very close relationship with the customer success team, as one of our shared responsibilities is to ensure overall satisfaction. We attend the same meetings and work together to meet client needs in order to maintain a successful relationship.
Halim Ennadifi, Technical Support Engineer
The cross-collaboration doesn’t stop post-sales. Technical support engineers also partner with our threat research, integration, dashboard, and site reliability engineering teams to continuously improve detection and integration.
Halim also engages with our product team to relay customer feedback when a need arises that may require a new feature.
The hard work, support, and responsiveness from these teams are a great help in maximizing customer satisfaction. Our mission is to build trust with clients, and achieving this naturally assists customer success managers during renewal discussions.
Says Halim
As a scaling company, DataDome understands the necessity of enabling BotBusters to reach their full potential by supporting their professional growth.
Boris Tréhin joined in 2017, two years after DataDome was founded, and has earned multiple promotions over the last six years, leading into his current role as DataDome’s Head of Solutions and Services Enablement. He has helped set high standards, establishing:
The enablement function is really linked with ensuring the solutions and services team have the proper means, tools, training programs, workflows, and best practices to work together with other teams.
Boris Tréhin, Head of Solutions & Services Enablement
The LMS allows for efficient onboarding processes, in-depth and ongoing training of new product releases, technical features, and overall knowledge enhancements. The solutions and services resources focus on technical areas like client-server flows, database querying, RegEx writings, CDN functionality, and HTTP concepts, and the trainings are available to all team members at any time.
The solutions and services team is key in the customer journey. We work closely with sales, customer success, and technical teams to maintain a strong Net Promoter Score (NPS), which is measured by customers’ satisfaction with our onboarding process. Our team works hard to keep our NPS high, as well as our team spirit.
Says Boris
If you are interested in helping DataDome in our mission to rid the web of fraudulent traffic, we encourage you to check out our open positions. You can also submit your resume through a spontaneous application.
