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