Customer Success Manager, Portworx

We re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry Here you lead with innovative thinking grow along with us and join the smartest team in the industry This type of work-work that changes the world-is what the tech industry was founded on So if you re ready to seize the endless opportunities and leave your mark come join us WHAT YOU LL BE DOING Pure Storage is actively seeking a Customer Success Manager CSM to drive customer satisfaction strengthen customer relationships and build trusted advisor relationships by personalizing their customer s Pure Storage Portworx experience This role includes responsibilities for Customer Success activities which include on-boarding support services adoption training advocacy retention etc and outcomes renewals up-sell cross-sell reference-ability customer satisfaction adoption consumption customer engagement etc You will be the customer advocate trusted advisor and Portworx subject matter expert by bridging communication and effort into the various business functions Engineering Product Management Finance Marketing Support Sales Executive Leadership By engaging with customers Pure Partners Distributors and internal stakeholders to align Pure Storage Portworx technology with business and technical needs you will provide enterprise-level white-glove service and support to ensure successful deployment delivery and value realization of the Pure Storage Portworx licenses You will be responsible for defining key metrics for success and building the processes systems programs and tools to ensure that we deliver customer growth You will have a deep understanding of customer s business challenges and objectives as well as their technical environment in order to deliver effective solutions to both technical and non-technical end-users while also supporting a wide range of technologies and cloud deployments SHOULD YOU ACCEPT THIS CHALLENGE Develop a deep and technical understanding of a customer s business priorities operational model objectives data center environment data center architecture roadmap implementations business priorities and IT initiatives Establish own and drive strategic operational risk and growth management reviews as they relate to hardware service delivery deployments migrations capacity planning expansions Own the overall post-sales service delivery relationship with key customers with complete responsibility for total customer experience within your accounts You will be required to own and drive service value delivery issues management escalations and resolution Deliver monthly and quarterly business reviews to align business and technical goals across multiple stakeholders e g customers partners GSIs and multiple functions across Pure Storage 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 subject matter expert to support the Pure Storage Portworx programs internally and externally Must be able to exercise excellent judgment in a high-performing high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view Develop a deep understanding and knowledge of Pure s products and services Participate in Executive Briefing Committee discussions Sales Account Strategy Growth planning Technical and Support troubleshooting and triaging Up to 25 travel to visit Customers as needed WHAT YOU LL NEED TO BRING TO THIS ROLE 3 years experience in customer-facing relationship management role Prior experience in TAM CSM Professional Services Support and Sales Engineer or similar roles preferred 1 years experience working with container orchestration technology in an enterprise environment Excellent communication project management presentation and problem-solving skills required with the ability to build trusted partner relationships with premier Enterprise Public Sector Healthcare and Financial Services Industry customers Ability to scale from technical engagements and guidance to mid-level IT management interaction Ability to collaborate effectively with cross-functional teams including Sales Support Engineering Product Management and Consulting Services Ability to manage multiple projects and tasks determining project urgency and execute detailed action plans in collaboration with customers and stakeholders 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 and customer organization Demonstrated ability to handle critical issues drive discussion and present internal and customer issues at the executive level Willingness and ability to travel occasionally at short notice provide after hours and weekend on-call support as needed to support maintenance activities Ability to adapt to define and influence within a new business line where policies process and operations are in early stages of development Bachelor s Degree in Computer Science Engineering or related field or equivalent technical experience is required Good technical knowledge of VMware Linux Kubernetes Google Cloud Platform AWS and AZure Broad understanding of the cloud native landscape current CNCF projects and popular applications use cases met by this architecture Ability to seek and identify new use cases which could benefit from cloud native architecture Ability to run technical demonstration sessions of newly released features which could benefit specific accounts Ability to drive adoption leading to expansion and minimizing risk of churn Nice to haves 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 - virtualization compute storage networking converged infrastructure distributed file systems DR HA security - and workloads such as VDI and enterprise apps We are primarily an in-office environment and therefore you will be expected to work from your local Pure Storage office WHAT YOU CAN EXPECT FROM US Pure Innovation We celebrate those who think critically like a challenge and aspire to be trailblazers Pure Growth We give you the space and support to grow along with us and to contribute to something meaningful We have been Named Fortune s Best Large Workplaces in the Bay Area TM Fortune s Best Workplaces for Millennials TM and certified as a Great Place to Work Pure Team We build each other up and set aside ego for the greater good And because we understand the value of bringing your full and best self to work we offer a variety of perks to manage a healthy balance including flexible time off wellness resources and company-sponsored team events Check out for more information ACCOMMODATIONS AND ACCESSIBILITY Candidates with disabilities may request accommodations for all aspects of our hiring process For more on this contact us at if you re invited to an interview OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM We re forging a future where everyone finds their rightful place and where every voice matters Where uniqueness isn t just accepted but embraced That s why we are committed to fostering the growth and development of every person cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership Pure is proud to be an equal opportunity and affirmative action employer We do not discriminate based upon race religion color national origin sex including pregnancy childbirth or related medical conditions sexual orientation gender gender identity gender expression transgender status sexual stereotypes 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