Client Success Strategist, Portworx

2 weeks ago

Santa Clara, California, United States Pure Storage Full time

Company Overview:

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

Pure is blazing trails and setting records:

  • For ten consecutive years, Gartner has recognized Pure as 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 Pure's leadership across these dimensions.
  • Our 5,000+ employees are empowered to make Pure a faster, stronger, smarter company.

If you, like us, embrace exciting challenges that change the world, we have endless opportunities for you to make your mark.

Portworx:
Pure Storage acquired Portworx in October 2020, creating the industry's most complete Kubernetes data services platform for cloud-native applications. This acquisition represents Pure's largest to date and signifies our deeper expansion into the fast-growing market for multi-cloud data services to support Kubernetes and containers.

Position Overview:
Pure Storage is actively seeking a Customer Success Manager (CSM) to enhance customer satisfaction, strengthen relationships, and build trusted advisor connections by personalizing the Pure Storage / Portworx experience.

This role encompasses responsibilities for Customer Success activities, including onboarding, support, services, adoption, training, advocacy, and retention, with outcomes such as renewals, upsell, cross-sell, reference-ability, customer satisfaction, adoption, consumption, and engagement.

You will act as the customer advocate, trusted advisor, and Portworx subject matter expert, facilitating communication and collaboration across various business functions (Engineering, Product Management, Finance, Marketing, Support, Sales, Executive Leadership).

By engaging with customers, Pure Partners & Distributors, and internal stakeholders, you will align Pure Storage / Portworx technology with business and technical needs, providing enterprise-level, white-glove service and support to ensure successful deployment, delivery, and value realization of the Pure Storage / Portworx licenses. You will define key metrics for success and develop the processes, systems, programs, and tools necessary to drive customer growth.

You will possess a deep understanding of customers' business challenges and objectives, as well as their technical environments, enabling you to deliver effective solutions to both technical and non-technical end-users while supporting a wide range of technologies and cloud deployments.

Responsibilities:

  • Develop a comprehensive understanding of customers' business priorities, operational models, data center environments, and IT initiatives.
  • Establish and drive strategic, operational, risk, and growth management reviews related to service delivery, deployments, migrations, and capacity planning.
  • Oversee the overall post-sales service delivery relationship with key customers, ensuring a total customer experience within your accounts.
  • Deliver monthly and quarterly business reviews to align business and technical goals across multiple stakeholders.
  • Act as a customer advocate and liaison to various internal cross-functional teams.
  • Establish yourself as a trusted advisor and subject matter expert to support Pure Storage / Portworx programs.
  • Exercise excellent judgment in a high-performing, high-growth environment while maintaining attention to detail.
  • Develop a thorough understanding of Pure's products and services.
  • Participate in discussions related to sales strategy, technical troubleshooting, and support.
  • Travel up to 25% to visit customers as needed.

Qualifications:

  • 3+ years of experience in a customer-facing, relationship management role, preferably in TAM, CSM, Professional Services, Support, or Sales Engineering.
  • 1+ years of experience working with container orchestration technology in an enterprise environment.
  • Excellent communication, project management, presentation, and problem-solving skills.
  • Ability to collaborate effectively with cross-functional teams.
  • Ability to manage multiple projects and tasks, determining urgency and executing detailed action plans.
  • Strong written and verbal communication skills, capable of articulating technical issues to diverse audiences.
  • Demonstrated ability to handle critical issues and present them at the executive level.
  • Willingness to travel occasionally and provide after-hours support as needed.
  • Ability to adapt and influence within a new business line.
  • Bachelor's Degree in Computer Science, Engineering, or a related field, or equivalent technical experience.
  • Good technical knowledge of VMware, Linux, Kubernetes, Google Cloud Platform, AWS, and Azure.
  • Broad understanding of the cloud-native landscape and current CNCF projects.
  • Ability to identify new use cases benefiting from cloud-native architecture.
  • Ability to conduct technical demonstration sessions of newly released features.

Nice to Haves:

  • Experience with managed Kubernetes offerings such as GKE, EKS, AKS.
  • Experience working with customers deploying and managing production Kubernetes applications.
  • Understanding of architecting stateful applications within container orchestration systems.
  • Project Management and/or service delivery qualifications (e.g., PRINCE2 or ITIL).
  • Understanding of data center infrastructure, virtualization, compute, storage, networking, and security.

Pay Range:
USD $130,000.00 - USD $196,000.00 /Yr.

Pay Transparency Statement:
Salary ranges are determined based on role, level, and location. This role may be eligible for incentive pay and/or equity.

BE YOU - CORPORATE CLONES NEED NOT APPLY:
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, offering ample opportunities to learn, develop, and expand into different roles.

Through our Pure Equality program, we support a flourishing field of employee resource groups, nourishing the personal and professional lives of our team members. Our Pure Good Foundation gives back to local and global communities through volunteering and grants.

PURE IS COMMITTED TO EQUALITY.

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