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Evergreen//One Customer Success Manager
Company | Pure Storage |
Address | Minneapolis, KS, United States |
Employment type | FULL_TIME |
Salary | |
Category | Computer Hardware Manufacturing,Software Development |
Expires | 2023-09-17 |
Posted at | 8 months ago |
BE PART OF BUILDING THE FUTURE.
- 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
- For nine straight years, Gartner has named Pure a leader in the Magic Quadrant
- And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
- Industry analysts and press applaud Pure’s leadership across these dimensions
- 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
- Actively participate in internal initiatives that enhance and grow the CS organization
- Establish yourself as a trusted advisor, advocate and subject matter expert to support the Pure Evergreen Subscription program internally and externally
- Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging
- 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
- Must be located in Austin, Houston, Dallas, Chicago, Kansas City, Minneapolis, Utah or Denver
- 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
- Act as a customer advocate and conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management and Executive leadership
- Establish, own and drive strategic, operational, risk and growth management reviews as they relate to hardware / service delivery, deployments, migrations, capacity planning & expansions
- Actively monitor customers’ usage and consumption, provide recommendations of their hardware utilization based on their use case and business goals
- Located in a reasonable radius of your region to support potential customer visits
- Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders
- Willingness and ability to travel to customer location as needed (10% or less)
- 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
- 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
- 5+ years experience in a customer-facing, account management role
- ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
- Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
- Bachelor’s Degree required. A degree in Computer Science, Engineering or experience in a related technical field a plus
- Experience in an enterprise data center environment is preferred, but not required for the right candidate
- Prior experience in a Professional Services Consultant, TAM, Support or Sales Engineering (or similar) function a plus
- Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
- Able to speak conversant Spanish in a customer-facing setting
- 2+ years experience in a Customer Success role
- Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development
- On occasion, provide after hours and weekend on-call availability to support key maintenance activities
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