Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Enhance customer satisfaction and cultivate relationships as a Customer Success Manager (CSM).

• Tailor the Everpure / Portworx experience for customers while overseeing onboarding, support, services, adoption, and training.

• Act as the customer advocate and trusted advisor, ensuring alignment of technology with business requirements.

• Deliver enterprise-level service and support to guarantee successful deployment and realization of value.

• Conduct monthly and quarterly business reviews.

• Take ownership of the overall post-sales service delivery relationship and the complete customer experience.

• Acquire a comprehensive understanding of the customer's business challenges to provide effective solutions.

• Collaborate with customers, partners, and internal stakeholders to achieve their needs and objectives.

⛳️ Requirements

• A minimum of 3 years of experience in a customer-facing, relationship management role. Prior experience in TAM, CSM, Professional Services, Support, and Sales Engineer (or similar) positions is preferred.

• Availability during U.S. working hours is essential.

• At least 1 year of experience working with container orchestration technology in an enterprise setting.

• Exceptional communication, project management, presentation, and problem-solving skills are required, with the ability to foster trusted partner relationships with top-tier Enterprise, Public Sector, Healthcare, and Financial Services Industry customers. Must be capable of transitioning from technical engagements to mid-level IT management interactions.

• Proven ability to work collaboratively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services.

• Skilled at managing multiple projects and tasks, determining project urgency, and executing detailed action plans in partnership with customers and stakeholders.

• Proficient written and verbal communication skills; able to clearly convey technical issues to both technical and non-technical audiences, and articulate the business impacts in reports and presentations to executives within Everpure and the customer organization.

• Demonstrated capability to handle critical issues, facilitate discussions, and present internal and customer challenges at the executive level.

• Willingness and capability to travel (occasionally on short notice) and provide after-hours and weekend on-call support as needed for maintenance activities.

• Ability to adapt to, define, and influence within a new business line where policies, processes, and operations are in their early stages of development.

• A Bachelor’s Degree in Computer Science, Engineering, or a related field, or equivalent technical experience is required.

• Solid technical knowledge of VMware, Linux, Kubernetes, Google Cloud Platform, AWS, and Azure.

• A comprehensive understanding of the cloud-native landscape, current CNCF projects, and popular applications/use cases supported by this architecture.

• Ability to identify and explore new use cases that could benefit from cloud-native architecture.

• Proficient in conducting technical demonstration sessions of newly released features that may benefit specific accounts.

• Capable of driving adoption, leading to expansion while minimizing the risk of churn.

🏝️ Benefits

• Health insurance.

• Flexible time off.

• Wellness resources.

• Company-sponsored team events.