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Manager, Customer Success Jobs
Company | Pure Storage |
Address | Boston, MA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-09-24 |
Posted at | 8 months ago |
BE PART OF BUILDING THE FUTURE.
- For nine straight years, Gartner has named Pure a leader in the Magic Quadrant
- Industry analysts and press applaud Pure's leadership across these dimensions
- And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
- 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
- Act as a customer advocate and conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management and Executive leadership
- Establish yourself as a trusted advisor, advocate and mentor to support the Evergreen Subscription program internally and externally
- Own the overall post-sales service delivery relationship with key customers with responsibility for total customer experience within your accounts. You will be required to own and drive service value delivery while supporting issue management, customer escalations and resolution
- Be a mentor to the partner ecosystem CSM community
- Own and drive multiple internal initiatives that enhance and grow the CS organization
- Manage a portfolio of key customers in your region where you will 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
- Active in developing long term Customer Success strategies and services offerings as a part of the Customer Success Leadership team
- Mentor and coach your CSM team to ensure they are meeting organizational and individual objectives, support their personal career goals
- Lead a team of CSMs in a geographic region with an eye on customer experience and aligned to Pure's Customer Success strategy
- Actively monitor customers' usage and consumption, provide recommendations of their hardware utilization based on their use case and business goals
- Manage a Customer Success region and the associated relationships across Customer Experience, Engineering, Product Management, Finance, Marketing, Support, Sales and Executive Leadership
- Be a subject matter expert on data storage and post sales subscription delivery
- Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging
- Exercise excellent judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view
- Willingness and ability to travel to customer location as needed (10% or less)
- Located within a reasonable radius to support potential customer visits
- Willingness to be a "Player / Manager", managing a customer portfolio while also leading a team of regional CSMs
- Bachelor's Degree required. A degree in Computer Science, Engineering or experience in a related technical field a plus
- 2+ years as a people manager, preferably in a Customer Success organization
- 7+ years experience in a customer-facing or account management role
- Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development
- Prior experience in a Professional Services Consultant, Technical Account Manager, Architect and/or Sales Engineering (or similar) function is a plus
- ITIL, PMP, PMI, Six Sigma certifications would be a bonus
- 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
- Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
- Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships
- 5+ years in a Customer Success role
- Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
- On occasion, provide after hours and weekend on-call availability to support key maintenance activities
- Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders
- Experience in the enterprise data center environment, ideally with a leading IT infrastructure or software vendor is a plus
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