Vice President of Customer Success

San, Mateo-CA | Direct

Post Date: 04/07/2017 Job ID: atc-414 Industry: Technical Support
Vice President of Customer Success
Our client is a leader in the hybrid cloud/object storage space. 

Use cases include media asset management, big data, bioinformatics, IoT, and backup/archive. 
Primary focus in this role will be on Support and Material Logistics, and scaling up Operations the Support Organization.
In this visible player/coach role as VP Customer Success reporting to the CEO you will be in charge of creating a Holistic Customer Experience Management system. Manage issues related to PO to Continuing Operations; Order fulfillment (license, support account, EULA); Installation   and Professional services.
Technical Support, Appliance Parts/Service; Product End of Support process, Upgrades
Hold regular wellness meetings with customers and partners, satisfaction surveys/metrics 
Manage all renewals / Expansions planning
CAP (Critical Accounts Program) management; reference-able accounts management   and Salesforce.Com administration.

Organization Scope
Manage the following teams:
Professional Services
Technical Support -Global Team
Appliance Operations 
Salesforce.Com/SFDC


To Succeed You Must Have:     Ten or more years experience in Enterprise Storage, and five or more years in customer/support management role managing for results.
Proven track record of  scaling up Operations the Support Organization.
Experience at one or more startup.
Experience in storage appliances technical support role.
High energy, player coach, "whatever it takes" attitude 
Personable, proven in building trustful customer relationships and managing sticky situations.
Proven team player, work well with matrix-ed organization, strong communication skills
Excellent communication, interpersonal skiils

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