Customer Success Manager

VAST Data is looking for a Customer Success Manager to join our growing team

This is a great opportunity to be part of the fastest-growing infrastructure company in history. In just a few short years, we've shaken up the industry by challenging traditional architecture models and introduced a revolutionary set of storage possibilities through our Universal Storage platform.

Our success has been built through incredible leadership and motivated employees who want to leverage their skills & experiences to make a real impact. This is an opportunity to be a key player at a pivotal time in our company's growth.

Come join the disruption, make your mark, and be a part of the amazing team introducing the new era of data storage

SUMMARY:

As a Customer Success Manager in the Customer Success team you will be trusted by customers as the 'one-hand-to-shake' for all things, post-sale. You will be a member of the virtual account team as the proverbial 'quarterback' for the account. You will welcome the customer to VAST Data at the point of handoff from Sales, onboard the customer, and set up weekly, monthly, and quarterly touchpoints, own the roadmap of customer deliverables and upgrades, and become a member of the customer's virtual team, driving success on a daily basis. You will be knowledgeable about the VAST Data product, the architecture, and will understand the customers' use case(s). You'll manage daily operations for the account and be responsible for regular business reviews. With knowledge of the customers' priorities and pain points, you will serve as their advocate by tracking bugs and feature requests for your customer(s) and work with Engineering to deliver them. You'll work with the customers to ensure that new features and functionality are adopted, and value is realized.  

At VAST Data, Customer Success Managers are technical, and you will be an extension of the Support team. You will be responsible for proactive monitoring of the customers' environment, and you will be the initial point of contact to triage issues and problems, engaging Support and Engineering internally when necessary. This is a hands-on role: you will collect logs to assist Support in diagnosing and resolving the issues. You will be responsible for ensuring installations, upgrades and expansions are well-planned and go smoothly. You will capture lessons learned and action items in the spirit of continuous improvement. You will be able to perform the upgrades yourself, along with pre- and post-checks.. You will also work closely with Support and Engineering to manage ongoing pain points and escalations for the customer, and you will advise the customer on best practices to prevent future issues with the product. 

 Additionally, you will contribute to the growth of the Customer Success (CS) team by taking initiative and contributing to internal programs that will help the Customer Success organization scale and be more efficient. 

THE ROLE:

• You will manage 2-3 large customers and a few smaller customers
• Hands-on keyboard, VAST Data product expert
• Knowledge of customer's use cases and priorities
• Lead and coordinate regular business review meetings
• Manage customer installations, upgrades, and expansions
• Pull logs and create support bundles to assist in troubleshooting issues 
• Do upgrades
• Partner with onsite PS resource performing expansions
• Submit Feature Requests and/or Bugs into Engineering
• Write RCAs (with Support and Engineering)
• Ensure account teams are kept aware of status and activities

• 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.
• Flexibility. 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 with respect, and commit. 
• Customer obsessed. You build trust and rapport with an ability to deftly and calmly handle escalated situations with the customer
• Self-starter; ability to manage your own time. We're a growing global team and a fully remote company.  
• Highly organized. We track our work in tickets and dashboards.
• Ability to context switch in a fast-paced, changing environment.
• Excellent written and verbal communication and presentation skills.