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Customer Success | Professional Services Engagement Manager

VAST Data

VAST Data

Customer Service, Sales & Business Development
Seattle, WA, USA
Posted on Saturday, June 15, 2024

Customer Success | Professional Services Engagement Manager

  • Customer Support
  • Seattle

Description

VAST Data is looking for a Professional Services Engagement 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 in the center of the hurricane being created by the revolution in artificial intelligence.

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

VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud. Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences to make real market impact.

This is an opportunity to be a key contributor at a pivotal time in our company’s growth and at a pivotal point in computing history.

Summary

The Professional Services Engagement Manager plays a pivotal role in ensuring the successful delivery of field services for our data platform solutions worldwide. This individual will be responsible for coordinating and managing all logistics related to new cluster deployments, expansions, relocations and hardware break-fix activity. This role is responsible for scheduling work for a team of Professional Services Engineers onsite with customers, owning all phases of the activity from scheduling to post-activity follow-up. In this role, a relentless drive and a customer-first mentality are essential. To be successful, you have the ability to structure and assess problems, execute high-level directives, manage program impacts, and juggle many engagements simultaneously.

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%).