Technical Account Manager

VAST Data is looking for a Customer Success 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 at the forefront of the artificial intelligence revolution.

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

VAST Data is the data platform company for the AI era. We build enterprise software infrastructure to handle massive datasets for real-time data analysis and AI training and inference. Designed to simplify AI deployment and management, VAST reduces the cost and complexity of deploying enterprise and AI infrastructure across data centers, edge, and cloud.

Our success is driven by innovation, a customer-first mentality, and a team of fearless VASTronauts. This role offers the chance to contribute significantly during a pivotal time in our growth and in computing history.

Summary

As a Customer Success Manager, you will be part of VAST’s "Flight Crew," working closely with Support Engineers to manage all post-sales activities. You will serve as the primary contact for customers post-sale, managing daily operations, escalations, installations, upgrades, and ensuring smooth onboarding. You will collaborate with engineering on bugs and feature requests, and with sales and support teams to ensure customer needs are met and solutions are adopted effectively.

The Role

• Build trusted relationships with customers through a customer-first approach, technical expertise, and knowledge of VAST products.
• Respond promptly to technical support issues, collaborating across teams to resolve problems efficiently.
• Manage customer installations, upgrades, and expansions, coordinating with sales, professional services, and external partners.
• Lead regular customer review meetings to discuss progress and gather feedback.
• Advocate for customer use cases and requirements within VAST.
• Manage feature requests and bug reports, ensuring timely follow-up and resolution.
• Identify opportunities for continuous improvement and full adoption of VAST products.
• Keep account teams informed of activities and status updates.
• Lead your team of Customer Success members, leveraging diverse skills to meet customer priorities.
• Balance workload to meet KPIs and SLAs while maintaining customer satisfaction.

• Customer-obsessed mindset.
• Self-starter with initiative and proactive problem-solving skills.
• Excellent time management and organizational skills, with experience tracking via tickets and dashboards.
• Ability to adapt in a fast-paced, changing environment.
• Strong written and verbal communication skills, including technical presentations.
• Ability to manage and de-escalate challenging customer situations.
• Experience in enterprise IT infrastructure, networking, and storage preferred.
• Hands-on Linux system administration experience.
• Knowledge of networking, Linux configurations, and troubleshooting.
• Preferred: experience with storage, S3, and high-performance computing.
• Educational background in CS, CE, EE, or related fields (MS or
  
  B.Sc.).
• Willingness to travel approximately 20% of the time.
• Flexible and adaptable to evolving responsibilities.
• Team player with a positive attitude.