Customer Success Manager - Santa Clara, United States - Pure Storage

Description

Portworx:

BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pures vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, weve only scratched the surface of our ambitions.

Pure is blazing trails and setting records:

• For ten straight years, Gartner has named Pure a leader in the Magic Quadrant
• Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
• Industry analysts and press applaud Pures leadership across these dimensions
• And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
  
  

If you, like us, say bring it on to exciting challenges that change the world, we have endless opportunities where you can make your mark.

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 customers experience for Pure's as-a-Service Subscription portfolio, which includes Evergreen//One, Evergreen//Flex and Cloud Block Store. This is a critical function that directly impacts Pures industry-leading Net Promoter Score.

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).

As a CSM, you will manage a portfolio of accounts and be responsible for vital Customer Success activities including on-boarding, adoption, training, consumption, advocacy, retention, renewals, up-sell/cross-sell, reference-ability, customer satisfaction, customer engagement and the overall customer experience.

In this role, you will provide enterprise-level service and support to ensure the successful deployment, delivery and value realization of Pure's as-a-Service Subscription 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 portfolios 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.

• stablish yourself as a trusted advisor, advocate and subject matter expert to support the Pure Evergreen Subscription program internally and externally
• Develop a deep understanding of your customers business priorities, operational model/objectives, data center environment, data center architecture/roadmap, implementations, business priorities and IT initiatives
• Actively monitor customers usage and consumption, provide recommendations of their hardware utilization based on their use case and business goals
• 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 while actively supporting issue management, customer 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
• Actively participate in internal initiatives that enhance and grow the CS organization

• 5+ years experience in a customer-facing, account management role
• 2+ years experience in a Customer Success role
• Prior experience in a Professional Services Consultant, TAM, Support or Sales Engineering (or similar) function a plus
• Experience in an enterprise data center environment is preferred, but not required for the right candidate
• 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 the 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 to customer location as needed (10% or less)
• On occasion, provide after hours and weekend on-call availability to support key maintenance activities
• Located in a reasonable radius of your region to support potential customer visits
• Bachelors 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

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Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team eventscheck out for more information.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.