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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? --*
      -- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Pure Storage are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
      • Autism
      • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
      • Blind or low vision
      • Cancer
      • Cardiovascular or heart disease
      • Celiac disease
      • Cerebral palsy
      • Deaf or hard of hearing
      • Depression or anxiety
      • Diabetes
      • Epilepsy
      • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
      • Intellectual disability
      • Missing limbs or partially missing limbs
      • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
      • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Pure Storage, Inc., Mountain View , Global Customer Success Operations Manager, Executive , Mountain View, California

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