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Vastdata Customer Success Professional Services Engagement Manager 
United States, California, San Jose 
652574065

25.06.2024

"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%).