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Customer Success
with Alation

Leading a data catalog initiative can be intimidating. We’ve partnered with dozens of enterprise customers to help them lead digital transformations with confidence.
Take a breath and take a leap: We’ve got you — and you’ve got this!

A Team You Can Depend On

Our team of success managers has guided customers across all industries to successful outcomes.
When you partner with Alation, you get a team that offers:

Data Domain Experience

six members of the Alation customer success team

Decades of combined experience in data strategy, data management, and data governance best practices.

Training & Education

an Alation Customer Success team member giving a presentation

Training programs and coaching to support adoption, data literacy, and digital transformation on Alation University.

Best-in-Class Issue Resolution

an Alation Customer Success team member solving and issue on their laptop

Rigorous prioritization of your help requests, with clear communication and guidance to get you on track.

Dedicated Expertise

an Alation team member sharing their expertise

Cross-functional collaboration with engineers, product experts, and consultants focused on your success, plus an Alation Community for advice and best practices.

Metrics for Success

Alation CSAT Score

97% CSAT (CUSTOMER SATISFACTION SCORE)

Alation Support Engineers

97% OF CUSTOMERS SAID THEY'D PURCHASE ALATION AGAIN

Designated Support Team

94% OF ALATION CUSTOMERS HAVE AT LEAST ONE REPRESENTATIVE IN THE COMMUNITY

Our Mission    
To help customers achieve their desired business outcomes through the effective use of our products and partnership with Alation.

A Team Structured for Your Success

Alation has regional CSMs

Regional CSMs

Your partners helping you drive adoption, leverage the product for your specific needs, and drill down on your business benefits to achieve organizational value.

Alation's Engineering

Support Engineering

The team bringing deep technical knowledge to remove blockers and help you build the technical competencies to achieve results.

Alation Strategy and Programs

Strategy & Programs

The hands-on guide overseeing your data strategy and customer journey, helping you develop cross-functional projects and playbooks to surpass your goals.

Our Path to Success

Alation CS Drives Adoption

Drive Adoption

We work with you to define your user needs, train and educate, and launch communications plans that share best practices.

Alation CS Helps To Capture Benefits

Capture Benefit

We help you capture and share stories that illuminate your data catalog ROI to build your use case pipeline.

Build Competencies & Champions

Build Competencies & Champions

We guide you through finding and building champions with the right product knowledge to support value realization — from planning to delivery.

Meet the Team

Alation team member Angela Hooper

Angela Hooper

VP, Global Customer Success

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Alation team member Daniel Rose

Daniel Rose

VP, Global Customer Support

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Alation team member Deb Seys

Deb Seys

Sr. Dir. Learning & Communities

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Alation team member Kartik Hansen

Kartik Hansen

VP, Professional Services

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Alation team member Jessica Wu

Jessica Wu

Customer Success Knowledge Manager

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Alation team member Shilpa Kulkarni

Shilpa Kulkarni

Staff Support Engineer

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Alation team member Leandra Siedor

Leandra Siedor

Dir. Prof Services

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Alation team member Aria Wornson

Aria Wornson

Team Lead, Professional Services

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Alation team member Cathy Liu

Cathy Liu

Lead, Community Program Management

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Alation team member Ken Hirsohn

Ken Hirsohn

Senior Director of Training

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Alation team member Gayle Neumann

Gayle Neumann

Senior Manager, Documentation

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Alation team member Nisarg Gandhi

Nisarg Gandhi

Director, Technical Support and Operations

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Alation team member Kalanea Robinson

Kalanea Robinson

Technical Support Operations Manager

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Alation team member Jude Rothwell

Jude Rothwell

Senior Technical Support Manager EMEA

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Alation team member Dean Thomas

Dean Thomas

Chief Customer Officer

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Alation team member Craig Smith

Craig Smith

Director of Customer Success Engineering

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Our Customer Success Organization


Professional Services (PS)

Ready to engage users with a Google-meets-Amazon experience for enterprise data? Our PS team will lead you through thought exercises to ensure your data catalog meets the immediate needs of data users today, and the long-term needs of the business tomorrow. Get core user training in best practices, plus a beautifully designed homepage unique to your team.

Our PS team is experienced in helping customers successfully migrate from other products to the data catalog. We’ve also guided customers on how to integrate the catalog into their existing ecosystem of data intelligence tools.

  • Right Start: Enjoy a prescriptive implementation, driven by your use cases, for a successful go-live.
  • Data Governance Accelerate: Get expert guidance that helps you align governance with business goals and get the most out of the Data Governance App.
  • Technical Account Manager Program: Partner with a seasoned manager who becomes a part of your account team and is solely focused on your success.


Technical Support

We provide best-in-class support and services, so you get a timely and effective resolution to each problem. Return business value as soon as possible, wow with every touch. Front and center, to everyone who begins to look at our level of support.

  • Worldwide Support Presence: Our support engineers are strategically located all over the world to deliver help fast.
  • Knowledge-centered Service: Every challenge is an opportunity to learn. We capture technical insights from every customer interaction and convert them into knowledge articles. This enables customers and Alation support engineers to self-serve and resolve product issues faster.
  • Escalation Management: Swift decision-making and sound judgment form the backbone of our technical resources team. They’re your main contact, working with Alation’s functional teams to prioritize and resolve cases.
  • Levels of Support: Choose the level best for you!
    • Standard
    • US-Only: Enjoy world-class customer support, guaranteed on US soil, 7 days a week. All support tickets are handled by expert engineers within the US.
    • Alation Cloud Service for Government (Coming in 2023)
    • Mission Critical: Our highest support level provides best-in-class attention, with personalized, technical support service. Minimize worry (and downtime!).


Learning & Communities

When you get Alation, you get much more than a platform for data intelligence: you get access to a village of passionate data peers. Learn from other’s success in the Community, and take classes with Alation University. Connect, learn, and grow with our global community!

  • Customer Community: Enjoy access to events, Alation experts, discussion boards, developer documents, and quarterly updates on our product roadmap.
  • Alation University: Supercharge your team’s data literacy IQ with certification and governance programs, badges, and demos.
  • Documentation: Whether you’re an admin or an end user, robust documentation ensures you can understand and use the product for a range of use cases. Access release notes, install & upgrade guides, a connectors matrix, APIs, and more.


Customer Success

Our regional CSMs and CS engineers work closely with you as your partners and advocates. We help you drive adoption alongside maximum business benefits, while building competencies across your business. As seasoned experts and enthusiastic data geeks, we’re excited to help make your data catalog initiative a success!
How we drive your success:

  • Right Fit: We curate a small, expert team focused on a single subject area or use case tied to business outcomes. Our customized training materials prepare you to dive in.
  • Right Plan: Regular meetings, check-ins, and trainings help us define success, drive adoption, and define your strategy.
  • Right Team: We roll out the catalog to a targeted group of data consumers. Alignment with your IT and executive teams empowers line-of-business experts to drive meaningful change.
  • Right Resources: Get customized technical expertise for upgrades, connections, and data best practices from a dedicated team of Customer Success Engineers to help grow adoption and unlock greater potential.
  • Measuring Customer Impact: What’s the ROI on your data catalog? Our Data Catalog Value Index (DCVI) quantifies that value with an ROI scorecard. Track the value of catalog, governance, analyst productivity use cases, and more.

Join the Team!

Keen to join a world-class team that’s passionate about helping people do more with data?
We’re hiring!