Client Success Strategist, Portworx

2 weeks ago

Santa Clara, California, United States Pure Storage Full time
EMBRACE THE FUTURE OF CUSTOMER SUCCESS.

Pure Storage is on the lookout for a Customer Success Manager (CSM) to enhance customer satisfaction, fortify client relationships, and cultivate trusted advisor roles by tailoring the Pure Storage / Portworx experience for each customer.

This position encompasses a variety of Customer Success initiatives, including onboarding, support, services, adoption, training, advocacy, and retention, as well as achieving outcomes such as renewals, upselling, cross-selling, referenceability, customer satisfaction, adoption, consumption, and engagement.

As the customer's advocate and trusted advisor, you will serve as the Portworx subject matter expert, facilitating communication and collaboration across various business functions, including Engineering, Product Management, Finance, Marketing, Support, Sales, and Executive Leadership.

By collaborating with customers, Pure Partners & Distributors, and internal stakeholders, you will align Pure Storage / Portworx technology with both business and technical requirements, delivering exceptional service and support to ensure successful deployment, delivery, and value realization of Pure Storage / Portworx licenses.

Your responsibilities will include defining key success metrics and establishing the processes, systems, programs, and tools necessary to drive customer growth.

A profound understanding of customer business challenges and objectives, as well as their technical environments, will enable you to provide effective solutions to both technical and non-technical users while supporting a diverse range of technologies and cloud deployments.

SHOULD YOU EMBRACE THIS OPPORTUNITY...

Develop an in-depth (and technical) understanding of customer business priorities, operational models, data center environments, architectures, implementations, and IT initiatives.

Lead and manage strategic, operational, risk, and growth management reviews related to hardware/service delivery, deployments, migrations, and capacity planning.

Oversee the overall post-sales service delivery relationship with key clients, ensuring a comprehensive customer experience within your accounts.

You will be responsible for driving service value delivery, managing issues, escalations, and resolutions.

Conduct monthly and quarterly business reviews to align business and technical objectives across multiple stakeholders, including customers, partners, GSIs, and various functions within Pure Storage.

Act as a customer advocate and liaison to various internal cross-functional teams, including Sales, Support, Engineering, Product Management, and Executive Leadership.

Establish yourself as a trusted advisor and subject matter expert to support Pure Storage / Portworx programs both internally and externally.

Exhibit excellent judgment in a high-performing, high-growth environment while maintaining meticulous attention to detail and a broader perspective.

Gain a comprehensive understanding of Pure's products and services.

Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, and Technical and Support troubleshooting.

Willingness to travel up to 25% to meet with customers as required.

WHAT YOU'LL NEED TO SUCCEED IN THIS ROLE...

A minimum of 3 years of experience in a customer-facing relationship management role, with prior experience in TAM, CSM, Professional Services, Support, or Sales Engineering preferred.

At least 1 year of experience working with container orchestration technology in an enterprise setting.

Exceptional communication, project management, presentation, and problem-solving skills are essential, along with the ability to build trusted partnerships with leading Enterprise, Public Sector, Healthcare, and Financial Services customers.

Capability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services.

Ability to manage multiple projects and tasks, prioritizing project urgency and executing detailed action plans in collaboration with customers and stakeholders.

Strong written and verbal communication skills, including the ability to clearly articulate technical issues to both technical and non-technical audiences and explain the business impact in reports and presentations to executives.

Proven ability to handle critical issues, facilitate discussions, and present internal and customer issues at the executive level.

Willingness to travel occasionally at short notice and provide after-hours and weekend on-call support as necessary for maintenance activities.

Ability to adapt to, define, and influence within a new business line where policies, processes, and operations are in early development stages.

A Bachelor's Degree in Computer Science, Engineering, or a related field, or equivalent technical experience is required.

Strong technical knowledge of VMware, Linux, Kubernetes, Google Cloud Platform, AWS, and Azure.

A broad understanding of the cloud-native landscape, current CNCF projects, and popular applications/use cases supported by this architecture.

Ability to identify new use cases that could benefit from cloud-native architecture.

Capability to conduct technical demonstration sessions of newly released features that could benefit specific accounts.

Preferred Qualifications:

Experience with managed Kubernetes offerings such as GKE, EKS, AKS.

Experience working with customers who deploy and manage production Kubernetes applications in enterprise environments.

Understanding of how to architect stateful applications within container orchestration systems.

Project Management and/or service delivery qualifications (such as PRINCE2 or ITIL).

Understanding of data center infrastructure, including virtualization, compute, storage, networking, converged infrastructure, distributed file systems, DR/HA, security, and workloads such as VDI and enterprise applications.

This role requires an office presence for 3 days a week.

Compensation: The annual base salary range is $130,000.00– $196,000. Salary ranges are determined based on role, level, and location. This role may be eligible for incentive pay and/or equity.

We offer a variety of perks to promote a healthy work-life balance, including flexible time off, wellness resources, and company-sponsored team events.

Pure Storage is committed to equality.

Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

If you need assistance or an accommodation due to a disability, please reach out to our HR team.

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