Vastdata Customer Success Professional Services Engagement Manager 

United States, North Carolina, Raleigh 

417816950

"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.
• Minimal travel is expected (<15%).