About the role
Join us in revolutionizing the data storage industry at Pure Storage! Here, we are at the forefront of technology, and you will have the opportunity to innovate and grow alongside the brightest minds in the field.
If you're passionate about making a significant impact and ready to explore endless possibilities, this is your chance to shine!
THE ROLE
As a Customer Success Manager, you will take charge of ensuring our customers achieve great success with Pure’s leading as-a-Service Subscription portfolio. You'll build trusted advisor relationships by gaining a deep understanding of customer objectives and technical environments, ensuring they extract the maximum value from their investments. This pivotal role significantly influences our Net Promoter Score (NPS) and involves close collaboration with Sales, Engineering, and Executive Leadership to advocate for your portfolio of enterprise accounts.
You'll specifically focus on supporting our large MSP Partner Customers, equipping them with the necessary tools to meet their end customers’ demands while driving renewals and expansions within the partner ecosystem.
WHAT YOU'LL DO
- Manage the entire post-sales customer journey for your portfolio of Partner Accounts, overseeing crucial activities from onboarding and adoption to retention, renewals, and advocacy, ensuring an exceptional customer experience.
- Lead strategic, operational, and growth management reviews with key customer stakeholders, effectively aligning Pure Storage technology with their business and technical roadmaps, especially in areas like capacity planning, deployments, and expansions.
- Act as the primary customer advocate and subject matter expert, gaining an in-depth understanding of your customers' operational models and technical requirements, while serving as the key liaison to influence internal cross-functional teams (such as Product Management and Engineering) to resolve issues and deliver product value.
- Monitor and analyze customer consumption and usage data to provide actionable insights that enhance their hardware utilization and consumption models based on distinct use cases and long-term business goals.
- Manage issues and customer escalations, delivering enterprise-level service and support to ensure successful deployment and delivery of Pure's as-a-Service Subscription portfolio, thereby enhancing customer satisfaction.