Customer Success Manager, Portworx

THE ROLE

Everpure 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 Everpure / 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, Everpure Partners & Distributors and internal stakeholders to align Everpure / 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 Everpure / 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. 

 

WHAT YOU'LL DO

• 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 Everpure
• 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 Everpure / 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 Everpure’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 BRING

• 3 + years’ experience in customer-facing, relationship management role. Prior experience in TAM, CSM, Professional Services, Support and Sales Engineer (or similar) roles preferred
• Covering U.S. working hours is mandatory.
• 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 Everpure 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 Everpure office

#LI-REMOTE