VAST Data
VAST Data is looking for a Customer Success Manager to join our growing team!
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"VAST's data management vision is the future of the market." - Forbes
VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real‑time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Summary As a member of the Customer Success team you will be part of VAST “Flight Crew” for our customers, working with a small team of Support Engineers to handle all post‑sales activity for the customer. As the Customer Success Manager, you will be regarded by customers as the ‘one‑hand‑to‑shake’ for all things, post‑sale. You will be a member of the virtual account team (Sales, SE as the proverbial “quarterback” for the account). You will be conversant and knowledgeable in the VAST Data product, you’ll manage daily operations for the account, and manage escalations for your particular customer(s). You will be responsible for ensuring customer installations and upgrades are well planned, go smoothly, and capture lessons learned and action items (with due dates and owners). You will work with engineering to submit and advocate for bugs and feature requests on behalf of customer, and work with the account SE to ensure that new features and functionality are adopted by the customer.
The Role
Build trusted customer relationships based on your customer‑first mindset, technical excellence and command of VAST product
Respond to technical support issues quickly, working collaboratively on the back‑end to bring the right skillsets together to solve the customer problem efficiently and effectively
Manage customer installations, upgrades, break‑fix and expansions for the customer to make sure onsite engagements go smoothly, partnering with Sales, Professional Services and sometimes external partners
Lead and coordinate weekly, monthly, and quarterly customer review meetings
Understand and advocate for customer use cases, unique requirements and needs
Submit and manage Feature Requests and/or Bugs into product marketing and development teams
Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products
Ensure account teams are kept aware of status and activities
Lead your pod of Customer Success team members, knowing when and how to leverage different skillsets and helping to focus the team on the customers' priorities
Manage workload to balance meeting KPIs and VAST SLAs with ensuring customer happiness and satisfaction
Requirements
Customer obsessed
Self‑starter. You don’t wait for direction. You know what to do in order to take care of the customer
Ability to manage your own time. We’re a growing global team and a fully remote company
Highly organized. We track everything in tickets and dashboards
Ability to context‑switch in a fast‑paced, changing environment
Excellent business written and verbal technical communication and presentation skills
Ability to deftly manage and defuse hot customer situations
Knowledge and experience in the enterprise IT infrastructure, networking and storage space is preferred, along with a broad understanding of the enterprise software world
Knowledge and working experience in common Linux system administration tasks and Linux OS in general
Knowledge of networking, and working experience with network configurations on Linux and network troubleshooting
An advantage to candidates that have In‑depth knowledge and hands‑on experience with storage, S3 and high‑performance computing
MS or B.Sc. in CS, CE, EE or related fields
Ability to travel. To be successful in this role, you will need to travel around 20% of the time
Be flexible. We’re a growing company. Your responsibilities will change and evolve based on the needs of the business
Team player. Don’t be a jerk. Disagree and commit
#J-18808-Ljbffr
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"VAST's data management vision is the future of the market." - Forbes
VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real‑time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Summary As a member of the Customer Success team you will be part of VAST “Flight Crew” for our customers, working with a small team of Support Engineers to handle all post‑sales activity for the customer. As the Customer Success Manager, you will be regarded by customers as the ‘one‑hand‑to‑shake’ for all things, post‑sale. You will be a member of the virtual account team (Sales, SE as the proverbial “quarterback” for the account). You will be conversant and knowledgeable in the VAST Data product, you’ll manage daily operations for the account, and manage escalations for your particular customer(s). You will be responsible for ensuring customer installations and upgrades are well planned, go smoothly, and capture lessons learned and action items (with due dates and owners). You will work with engineering to submit and advocate for bugs and feature requests on behalf of customer, and work with the account SE to ensure that new features and functionality are adopted by the customer.
The Role
Build trusted customer relationships based on your customer‑first mindset, technical excellence and command of VAST product
Respond to technical support issues quickly, working collaboratively on the back‑end to bring the right skillsets together to solve the customer problem efficiently and effectively
Manage customer installations, upgrades, break‑fix and expansions for the customer to make sure onsite engagements go smoothly, partnering with Sales, Professional Services and sometimes external partners
Lead and coordinate weekly, monthly, and quarterly customer review meetings
Understand and advocate for customer use cases, unique requirements and needs
Submit and manage Feature Requests and/or Bugs into product marketing and development teams
Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products
Ensure account teams are kept aware of status and activities
Lead your pod of Customer Success team members, knowing when and how to leverage different skillsets and helping to focus the team on the customers' priorities
Manage workload to balance meeting KPIs and VAST SLAs with ensuring customer happiness and satisfaction
Requirements
Customer obsessed
Self‑starter. You don’t wait for direction. You know what to do in order to take care of the customer
Ability to manage your own time. We’re a growing global team and a fully remote company
Highly organized. We track everything in tickets and dashboards
Ability to context‑switch in a fast‑paced, changing environment
Excellent business written and verbal technical communication and presentation skills
Ability to deftly manage and defuse hot customer situations
Knowledge and experience in the enterprise IT infrastructure, networking and storage space is preferred, along with a broad understanding of the enterprise software world
Knowledge and working experience in common Linux system administration tasks and Linux OS in general
Knowledge of networking, and working experience with network configurations on Linux and network troubleshooting
An advantage to candidates that have In‑depth knowledge and hands‑on experience with storage, S3 and high‑performance computing
MS or B.Sc. in CS, CE, EE or related fields
Ability to travel. To be successful in this role, you will need to travel around 20% of the time
Be flexible. We’re a growing company. Your responsibilities will change and evolve based on the needs of the business
Team player. Don’t be a jerk. Disagree and commit
#J-18808-Ljbffr