Vastdata Technical Account Manager- APAC 

Australia 

158681967

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

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