Technical Account Manager

VAST Data is looking for a Technical Account Manager to join our growing team

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.

"VAST's data management vision is the future of the market." - Forbes

VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.

Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our company's growth and at a pivotal point in computing history. 

Summary

As a member of the Customer Success team you will be You will be a part of VAST "Flight Crew" for our customers, working with a small team of Support Engineers to handle all post-sales activity for the customer. As the Customer Success Manager, you will regarded by customers as the 'one-hand-to-shake' for all things, post-sale. You will be a member of the virtual account team (Sales, SE as the proverbial 'quarterback' for the account. You will be conversant and knowledgeable in the VAST Data product, you'll manage daily operations for the account, and manage escalations for your particular customer(s). You will be responsible for ensuring customer installations and upgrades are well planned, go smoothly, and capture lessons learned and action items (with due dates and owners). You will work with engineering to submit and advocate for bugs and feature requests on behalf of customer, and work with the account SE to ensure that new features and functionality are adopted by the customer. 

The Role

• Build trusted customer relationships based on your customer-first mindset, technical excellence and command of VAST product
• Respond to technical support issues quickly, working collaboratively on the back-end to bring the right skillsets together to solve the customer problem efficiently and effectively.
• Manage customer installations, upgrades, break-fix and expansions for the customer to make sure onsite engagements go smoothly., partnering with Sales, Professional Services and sometimes external partners.
• Lead and coordinate weekly, monthly, and quarterly customer review meetings.
• Understand and advocate for customer use cases, unique requirements and needs.
• Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
• Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products.
• Ensure account teams are kept aware of status and activities.
• Lead your pod of Customer Success team members, knowing when and how to leverage different skillsets and helping to focus the team on the customers' priorities.
• Manage workload to balance meeting KPIs and VAST SLAs with ensuring customer happiness and satisfaction

• Knowledge and experience in the enterprise IT infrastructure, networking and storage space is preferred, along with a broad understanding of the enterprise software world.
• Knowledge and working experience in common Linux system administration tasks and Linux OS in general.
• Knowledge of networking, and working experience with network configurations on Linux and network troubleshooting
• Knowledge of customer's use cases and priorities
• Lead and coordinate regular business review meetings
• Manage customer installations, upgrades, and expansions
• Pull logs and create support bundles to assist in troubleshooting issues
• Do upgrades
• Partner with onsite PS resource performing expansions
• Submit Feature Requests and/or Bugs into Engineering
• Write RCAs (with Support and Engineering)
• Ensure account teams are kept aware of status and activities
• An advantage to candidates that have In-depth knowledge and hands-on experience with storage, S3 and high-performance computing.
• MS or B.Sc. in CS, CE, EE or related fields.
• Ability to travel. To be successful in this role, you will need to travel around 20% of the time.
• Flexibility. We're a growing company. Your responsibilities will change and evolve based on the needs of the business. 
• Team player. Don't be a jerk. Disagree with respect, and commit.
• Customer obsessed. You build trust and rapport with an ability to deftly and calmly handle escalated situations with the customer
• Self-starter; ability to manage your own time. We're a growing global team and a fully remote company. 
• Highly organized. We track our work in tickets and dashboards.
• Ability to context switch in a fast-paced, changing environment.
• Excellent written and verbal communication and presentation skills.