Customer Success Manager
BE PART OF BUILDING THE FUTURE.
Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.
Our mission? Give technologists their time back by delivering a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds.
The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one.
We’ve only scratched the surface of our ambitions, and as we continue to gobble up market share, we’re blazing trails and setting records:
- For seven straight years, Pure has been named a leader in the Gartner Magic Quadrant (five years in the MQ for Solid-State Arrays, and two in the newly created MQ for Primary Storage).
- Our customer-first culture and unwavering commitment to innovation have earned us a 2020 Medallia Net Promoter Score, certified by Owen CX, in the top 1% of B2B companies.
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
SHOULD YOU ACCEPT THIS CHALLENGE...
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 as-a-Service (PaaS) 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 Storage 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 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 as a Service program. 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 for some of Pure Storage’s largest customers: Fortune 100’s, Global Service Integrators (GSIs) and Channel Partners.
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.
IN THIS ROLE YOU’LL...
- Develop a deep (strategic and operational) 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 effective conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management, Legal, Finance and Executive leadership
- Establish yourself as a trusted advisor, advocate and subject matter expert to support the Pure as-a-Subscription Service program 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...
- 10+ years’ experience in customer-facing, relationship management role. Prior experience in TAM, CSM, Professional Services, Support and Sales Engineer (or similar) roles preferred
- 5+ years’ experience in an enterprise data center environment, ideally with a leading IT infrastructure or software vendor, with a strong understanding of enterprise account technical management
- Must be located in Eastern US area and within a reasonable radius to support regular (on-site) customer visits as needed
- Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships. Ability to scale from technical engagements and guidance to mid-level IT management interaction.
- Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders. ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
- 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.
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, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.
Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.
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.
PURE IS COMMITTED TO EQUALITY.
Research shows that in order to apply for a job women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. You don't have to meet all the job requirements. If you believe you can do the job and are a good match, we encourage you to apply.
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.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
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DEEMED EXPORT LICENSE NOTICE.
Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.