Customer Success
with Alation

Take a Personalized Demo

Leading a data catalog initiative can be intimidating. We’ve partnered with hundreds 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 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

A woman presenting to a room full of convention attendees

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

97% CSAT (CUSTOMER SATISFACTION SCORE)

97% OF CUSTOMERS SAID THEY'D PURCHASE ALATION AGAIN

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

A man in glasses gesturing at a projected presentation

Hands-on Launch

Partner with a team of seasoned realists with decades’ combined experience helping organizations use data to drive business value.

Support Engineering

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

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.

“In 18 years at CCHMC I’ve never seen a vendor be so supportive, responsive, engaged, and invested in our success."

– Leader from Cincinnati Children’s Hospital Medical Center

"We were just really impressed with your implementation plan and the level of support."

– Simone, Analyst at the Massachusetts Dept. of Education

"Alation’s customer success team is great, they are very knowledgeable and helpful. I work with a lot of vendors and Alation is very approachable and supportive."

– Anonymous financial services customer

"Rachel, Kai, Paul, Aria and the whole team have been really fantastic through the Right Start, really quick to answer questions."

– Customer from Nationwide

"We love the way you always work with us. We really appreciate your time and effort in giving support to solve all my questions and issues. Keep doing the good work you always do! Really appreciated!"

– Leader from a Fortune 500 pharmaceutical company

Our Path to Success

Drive Adoption

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

Capture Benefit

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

Build Competencies & Champions

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

Take a Self-Guided Demo

Meet the Team

Daniel Rose

VP of WW Customer Experience & Support

Deb Seys

Sr. Dir. Learning & Communities

Kartik Hansen

VP, Professional Services

Jessica Wu

Customer Success Knowledge Manager

Shilpa Kulkarni

Staff Support Engineer

Leandra Siedor

Dir. Prof Services

Aria Wornson

Team Lead, Professional Services

Gayle Neumann

Senior Manager, Documentation

Kalanea Robinson

Technical Support Operations Manager

Jude Rothwell

Senior Technical Support Manager EMEA

Craig Smith

Global Director, Customer Experience

Our Customer Success Organization

Professional Services (PS)

Technical Support

Learning & Communities

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: Get expert guidance that helps you align governance with business goals, so you can democratize data while also reducing risk.
Data Quality: Integrate your chosen suite of data quality tools into Alation, embedding DQ metrics, results, and warnings directly into user workflows.
Technical Account Manager Program: Partner with a seasoned technical advisor who becomes a part of your account team and is solely focused on your success.
Expert Services: We offer a deep bench of consultants, professionals, and strategic partners to guide you through your toughest technical challenges.

Technical Support

We provide best-in-class support and services, so you get a timely and effective resolution to each problem. Our mission is to return business value as soon as possible, and wow with every touch every person who seeks 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.