DPE Summit 2024 will take place September 24-25 in San Francisco. More details coming soon!
Customer Success for Tooling Logo

Alexander Podkhalyuzin

Customer Success Engineering Team Lead

JetBrains

Summit producer highlights:

Alexander at JetBrains highlights the importance of partnerships when it comes to customer success—he focuses on building trust and transparency and using surveys and data to make incremental improvements to their offerings. JetBrains and DPE both rely on partnerships for success, while emphasizing the key drivers of transparency, communication, and data-driven decision-making.

Watch Video

About the session

Alexander at JetBrains highlights the importance of partnerships when it comes to customer success—he focuses on building trust and transparency and using surveys and data to make incremental improvements to their offerings. JetBrains and DPE both rely on partnerships for success, while emphasizing the key drivers of transparency, communication, and data-driven decision-making.

Watch the video Play Button

View the slides Arrow Down

Customer Success for Tooling

A few years ago, we had a hypothesis that IntelliJ IDEA should have different requirements in organizations, which we can’t see without direct communication with somebody from them. That’s how I started such conversations with JetBrains’ customers. And now we have a Customer Success department.

In this talk, I’ll tell you how we did that, the challenges we’ve faced, and how it’s different from non DevTooling world. We’ll start with our history, with some specific examples. Then I’ll share what is essential for people doing Customer Success for Tooling and how to find counterparts on the Customer side, usually Development Experience engineers and leads.

Like Developer Productivity, we have the problem of calculating the success of Success engineers, a bonus topic which will be covered during the talk.

Watch The Video

Get more DPE

The slides

Array
JetBrains

Who is Alexander Podkhalyuzin ?

Alexander graduated from SpbSU math department and has won international and regional math competitions. In 2008, he started working for JetBrains and implemented Scala support for IntelliJ IDEA from scratch. In 2017, Alexander joined the Kotlin team as Kotlin IDE team lead. He recently created the new team in JetBrains: Customer Success Engineering team for IntelliJ, which is responsible for discovering huge problems for our customers and trying to find appropriate solutions.