PaaS Customer Success Manager at Pure Storage

Description

• Pure Storage is actively seeking a Customer Success Manager (CSM) to drive customer satisfaction, strengthen customer relationships and build trusted advisor relationships by personalizing their customer’s experience of the Evergreen//One and Evergreen//Flex subscription portfolio .
• This is a critical function that directly impacts Pure’s industry-leading Net Promoter Score.
• As a CSM, you will manage a portfolio of accounts and be responsible for vital Customer Success activities including on-boarding, adoption, training, advocacy, retention, renewals, up-sell/cross-sell, reference-ability, customer satisfaction, consumption, customer engagement and the overall customer experience.
• You will be the customer advocate, trusted advisor and Storage subject matter expert by bridging communication and effort into the various business functions (Engineering, Product Management, Finance, Marketing, Support, Sales, Executive Leadership).
• In this role, you will provide enterprise-level service and support to ensure the successful deployment, delivery and value realization of the Evergreen//One and Evergreen//Flex portfolio .
• You will provide a personalized experience by engaging with customers, partners, distributors and internal stakeholders to align Pure Storage technology with business and technical needs across the entire lifecycle.
• You will have a deep understanding of your customer portfolio’s objectives, business challenges and their technical environment in order to deliver effective solutions to both technical and non-technical end-users.
• Not only will you be delivering for our customers and partners, you will be critical in our overall digital transformation - part of the team that will build the processes, systems, programs, and tools to ensure that we can deliver an amazing experience as we continue to grow and scale.

IN THIS ROLE YOU’LL...

• Establish yourself as a trusted advisor, advocate and subject matter expert to support the Pure as-a-Subscription Service program internally and externally develop a deep understanding of a customer’s business priorities, operational model/objectives, data center environment, data center architecture/roadmap, implementations, business priorities and IT initiatives.
• Establish, own and drive strategic, operational, risk and growth management reviews as they relate to hardware / service delivery, deployments, migrations, capacity planning & expansions.
• Own the overall post-sales service delivery relationship with key customers with complete responsibility for total customer experience within your accounts. You will be required to own and drive service value delivery, issue management, escalations and resolution.
• Deliver monthly and quarterly business reviews to align business and technical goals across multiple stakeholders e.g. customers, partners, GSIs and multiple functions across Pure Storage.
• Act as a customer advocate and conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management and Executive leadership.
• Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging.

What You’ll Need To Bring To This Role...

• 5 years’ experience in a customer-facing or relationship management role
• Prior experience in a TAM, CSM, Professional Services, Support and Sales Engineer (or similar) role preferred
• Experience in an enterprise data center environment, ideally with a leading IT infrastructure or software vendor, with a strong understanding of enterprise account technical management preferred
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
• Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders
• Must be able to exercise excellent judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view
• Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms, reports and presentations to executives within Pure and customer organization
• Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
• Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development
• Willingness and ability to travel at times, potentially provide after hours and weekend on-call support as needed to support key maintenance activities
• Located in Eastern/Central US and within a reasonable radius to support potential customer visits
• Bachelor’s Degree required. A degree in Computer Science, Engineering or experience in a related technical field a plus
• ITIL, PMP, PMI, Six Sigma certifications would be a bonus!