Global Customer Success Operations Manager

Company: Pure Storage, Inc.
Location: Mountain View
Posted on: February 25, 2021

Job Description:

Apply Now Global Customer Success Operations Manager at Pure Storage Mountain View, CA Global Customer Success Operations Manager Location - Mountain View, CA BE PART OF BUILDING THE FUTURE. Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition. Our mission? Deliver a simple, evergreen data platform that enables everyone to turn data into intelligence and advantage. The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one. The world is experiencing a revolution driven by next-generation technology like AI, machine learning, virtual reality, quantum computing, and self-driving cars-all of which require unprecedented amounts of data. This sets the stage for Pure's technology to grow exponentially in the coming years.--

• For five straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays .--
• Our customer-first culture and unwavering commitment to innovation have earned us a Satmetrix Net Promoter Score in the top 1% of B2B companies globally .
• Pure puts a premium on the future , investing 26% of revenue into R&D. If you, like us, say "bring it on" to exciting challenges that change the world, we have endless opportunities where you can make your mark. SHOULD YOU ACCEPT THIS CHALLENGE... The CS Operations Manager is responsible for leading strategic programs and initiatives within CS that will be the foundation for delivering a world-class Customer Success experience across the globe. In addition to leading strategic CS programs, you will have to excel at bringing people together across the globe to execute. This is a critical role for the success of the CS organization, and you must be highly experienced in dealing with different personalities and cultures! WHAT YOU WILL BE DOING
  • Work with the Customer Success (CS) leadership team to build a long-term strategic vision and goals across the discipline
  • reate a structured approach to CS programs and strategy execution that will enable the CS organization to scale and grow
  • Develop business requirements documentation, process workflow diagrams, functional specifications and other supporting documentation for new growth and operational initiatives
  • Own the end-to-end business processes from ideation to execution, including requirements gathering, design, build, and measurement
  • Collaborate with cross-functional business leaders/operations teams to develop and drive business strategy, advance operational business reporting capabilities and initiatives
  • Create monthly, quarterly, yearly CS operational & delivery plans, and ensure effective and efficient execution on those plans
  • Keep the Global CS organization informed through effective and regular communications across the team and cross-functional stakeholders
  • Partner with business operations to support, maintain, configure and administer Salesforce for the Global Customer Success team
  • Maintain visibility to resource capacity and demand forecasts, identifying constraints and facilitating conflict resolution to support business priorities
  • Seek opportunities to optimize the Resource Management function and support overall Implementation improvement initiatives
  • 10+ years of Operations,Resource Management or Project / Program Management experience, ideally at a technology company or a relevant consultancy
  • Track record of leading and proactively managing end-to-end execution of projects/programs that have transformed company's operations and delivered quantifiable business impact
  • In-depth knowledge of Customer Success organizations and the cross-functional groups that support a CS organization: Professional Services, Technical Support, Product, Engineering
  • Well versed in dealing with executives while being able to manage individual contributors--
  • Hands-on engagement - willingness to roll up sleeves on all projects regardless of scope
  • Comfort withworking in an ambiguous, fast-paced environment with ability to show resilience and tenacity to balance multiple priorities
  • Strong written and verbal communication skills with a precise talent for articulating customer challenges
  • Able to travel (up to 25%) BE YOU-CORPORATE CLONES NEED NOT APPLY. Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey. Through our Pure Equality program, which supports a flourishing field of employee resource grouCS, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants. And because w e understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. PURE IS COMMITTED TO EQUALITY. Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire. If you need assistance or an accommodation due to a disability, you may contact us at TA-OCS@purestorage.com . APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE. Will you at anytime require authorization to work in the US? --*
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Keywords: Pure Storage, Inc., Mountain View , Global Customer Success Operations Manager, Executive , Mountain View, California