Customer Success Manager
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, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And 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 9,000 customers including 50% of the Fortune 500, we’ve only scratched the surface of our ambitions.
Pure is blazing trails and setting records:
- For eight straight years, Gartner has named Pure 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
- And, our 4,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
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...
Be responsible for managing the the onboarding, adoption and customer management processes for your customers
- Establish, operational, risk and operational reviews as they relate to hardware / service delivery, deployments, capacity planning & expansions
- Own the overall post-sales engagement, including issues management, escalations and resolution for key customers with complete responsibility for the overall customer experience within your accounts
- Measure, report and analyze account health, playbook progress, account sentiment in order to optimize the customer journey
- Act as a customer advocate and effective conduit into various internal cross-functional teams, including Sales, Professional Services, Support, Engineering, Product Management, Legal, Finance and Pure leadership
- Must be able to exercise solid 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 Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging
- Help identify and build great customer success practices that will scale across a growing team
- Responsible for leveraging tech-touch to support digital customer success journeys and outreach
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
- 3+ years’ experience in customer-facing, relationship management role. Prior experience in CSM, Business Development, Support (or similar) roles
- Bachelor’s degree or an equivalent
- Account management experience including onboarding/implementation, product or service adoption, upsell, and renewal management
- 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, determine project urgency and execute detailed action plans in collaboration with customers and stakeholders. ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
- Excellent 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 leaders within Pure and customer organization
- Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues
- Must be able to juggle multiple account management projects at a time
- Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
- Experience working with customer relationship management tools and case management solutions (CS platforms/Salesforce)
- Must be located in West Coast Region preferably Mountain View HQ and able to support customers across multiple time zones
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].
APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.
If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.
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.