Associate Customer Success Manager (CSM)

Job title: Associate Customer Success Manager (CSM)

Location: Ultralag, Heredia

Education: Bachelor’s degree required (Computer Science, Engineering, or related field preferred)

Experience: 1-2 years experience in a customer-facing, account management or customer success role

Summary:

As a CSM, you will manage a portfolio of accounts and be responsible for vital Customer Success activities including on-boarding, adoption, training, consumption, advocacy, retention, renewals, up-sell/cross-sell, reference-ability, customer satisfaction, customer engagement and the overall customer experience.

In this role, you will provide enterprise-level service and support to ensure the successful deployment, delivery and value realization of Pure's as-a-Service Subscription portfolio. You will provide a personalized experience by engaging with customers, partners, distributors, and internal stakeholders to align Pure Storage technology with business and technical needs across the entire lifecycle. You will have a deep understanding of your customer portfolio’s objectives, business challenges, and their technical environment to deliver effective solutions to both technical and non-technical end-users.

Not only will you be delivering for our customers and partners, but you will also be critical in our overall digital transformation - part of the team that will build the processes, systems, programs, and tools to ensure that we can deliver an amazing experience as we continue to grow and scale.

Roles and Responsibilities:

• Establish yourself as a trusted advisor, advocate and subject matter expert to support the Pure Evergreen Subscription program internally and externally
• Develop a deep understanding of your customers’ business priorities, operational model/objectives, data center environment, data center architecture/roadmap, implementations, business priorities and IT initiatives
• Actively monitor customers’ usage and consumption, provide recommendations of their hardware utilization based on their use case and business goals
• 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 while actively supporting issue management, customer 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 Pure Storage
• Act as a customer advocate and conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management and Executive leadership
• Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging
• Actively participate in internal initiatives that enhance and grow the CS organization

Required Skills:

• 1-2 years of experience in a customer-facing, account management or customer success role
• 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
• 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
• Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships
• 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 Pure and the customer organization
• Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
• Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development
• Willingness and ability to travel to customer location as needed (10% or less)
• On occasion, provide after hours and weekend on-call availability to support key maintenance activities
• Located in a reasonable radius of your region to support potential customer visits
• Bachelor’s Degree required. A degree in Computer Science, Engineering or experience in a related technical field a plus
• ITIL, PMP, PMI, Six Sigma certifications would be a bonus!