As a member of the Customer Success team you will be regarded by customers as the ‘one-hand-to-shake’ for all things, post-sale. You will be a member of the virtual account team (Sales, SE, CSE). You will be the proverbial ‘quarterback’ for the account. You will be conversant and knowledgeable in the VAST Data product, you’ll manage daily operations for the account, and manage escalations for your particular customer(s). You will be responsible for ensuring customer installations and upgrades are well planned, go smoothly, and capture lessons learned and action items (with due dates and owners). You will work with the account SE to ensure that new features and functionality are adopted by the customer. You will track bugs and feature requests for your customer(s) and work with Engineering to deliver them. Additionally, you will contribute to the growth of the Customer Success (CS) team by owning some internal programs. The programs will help CS scale and be more efficient.

THE ROLE:

  • VAST Data product expert.
  • Accountable to complete daily technical operations and escalations including direct work on technical support issues to full resolution and closure requiring interfacing with customer and development teams.
  • Manage customer installations, upgrades, and expansions.
  • Lead and coordinate weekly, monthly, and quarterly customer review meetings.
  • You understand customer workflow thoroughly.
  • Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
  • Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products.
  • Ensure account teams are kept aware of status and activities.
  • You will manage 2-3 large customers and a few smaller customers.
  • Manage 1-2 internal programs forcus on helping CS scale and be more effective.

REQUIREMENTS

  • 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
  • In-depth knowledge and hands-on experience with storage, S3 and high-performance computing.
  • Customer obsessed and Self-starter.
  • Ability to manage your own time. We’re a growing global team and a fully remote company.
  • Highly organized. We track everything in tickets and dashboards.
  • Ability to context switch in a fast-paced, changing environment.
  • Ability to deftly manage hot customer situations.
  • Knowledge and experience in the enterprise IT infrastructure, networking and storage space is preferred, along with a broad understanding of the enterprise software world.
  • 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.
  • Be flexible. 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 and commit.
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