"VAST's data management vision is the future of the market."- Forbes
The Role
Collaborate closely with sales, customer success, and engineering teams to understand customer requirements, cluster configuration and project timelines.
Develop and maintain a comprehensive schedule for field service engagements, ensuring efficient utilization of resources and timely delivery of services.
Coordinate with customers to schedule installation appointments and ensure readiness of site locations for deployment.
Coordinate the day-to-day activity of a team of field service technicians, providing real-time guidance and support to ensure high-quality service delivery.
Liaise with the Order Fulfillment team to ensure that the delivery of hardware components and equipment aligns with the scheduled onsite activities.
Serve as the primary point of contact for internal partners throughout the engagement, addressing any inquiries or concerns and making sure there are regular updates on project status.
Identify opportunities for process improvements and optimization of field service operations to enhance efficiency and customer satisfaction.
Collaborate with cross-functional teams to develop best practices and standard operating procedures for field service engagements.
Collect and surface metrics about resource allocation, outcomes and customer satisfaction.
Track budget.
Build and document processes and procedures to ensure consistent quality of work as the product evolves.
Requirements:
Bachelor's degree in business administration, engineering, or related field (or equivalent experience).
5+ years in Customer Support/Business Operations, or similar role; Bachelor's degree or equivalent work experience.
Preferred: experience supporting a global customer-focused team.
Preferred: enterprise software or high-tech industry experience is a plus.
Preferred: intermediate to advanced experience with Salesforce (SFDC), Excel/Gsheets, Jira/Confluence.
Proven experience in project management or professional services management, preferably in the technology or data industry.
Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
Obsessive attention to detail.
Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders.
Experience leading and mentoring teams, with a focus on driving performance and achieving results.
Ability to thrive in a culture of transparency and direct feedback.
General technical aptitude with a basic understanding of VAST product, customer use cases, and data management.