Customer Success Manager

VAST Data; Oristano; Remoto; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading infrastructure company in Italy is seeking a Customer Success Manager to manage customer relationships and ensure client satisfaction. You will be responsible for onboarding, supporting, and advocating for customers while managing installations and upgrades. The ideal candidate has a background in enterprise IT infrastructure and excellent communication skills. Travel is required about 20% of the time, and the role is fully remote.

Competenze

• Experience in enterprise IT infrastructure preferred.
• Knowledge of networking and troubleshooting on Linux.
• Ability to travel 20% of the time.

Mansioni

• Manage 2-3 large customers and several smaller ones.
• Lead regular business review meetings.
• Manage customer installations and expansions.

Conoscenze

Enterprise IT infrastructure knowledge

Linux system administration

Networking knowledge

Hands-on storage experience

Excellent communication skills

Formazione

MS or B.Sc. in CS, CE, EE or related fields

Descrizione del lavoro

Overview

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. We have 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 leadership and motivated employees who want to leverage their skills to make a real impact. This is an opportunity to be a key player at a pivotal time in our company’s growth. Join the disruption and be part of the team introducing the new era of data storage.

The Role

As a Customer Success Manager in the Customer Success team you will be trusted by customers as the single point of contact for all post-sale activities. You will be a member of the virtual account team acting as the quarterback for the account, welcoming the customer at handoff from Sales, onboarding, and setting up weekly, monthly, and quarterly touchpoints. You will own the roadmap of customer deliverables and upgrades, becoming a member of the customer’s virtual team to drive daily success. You will be knowledgeable about the VAST Data product and architecture and understand the customers’ use cases. You will manage daily operations for the account and be responsible for regular business reviews. With knowledge of customer priorities and pain points, you will advocate for them by tracking bugs and feature requests and working with Engineering to deliver them. You will help customers adopt new features and realize value.

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

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

Responsibilities

• 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

Requirements

• 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.