Support Operations Technical Program Manager, VAST Data
Office located in Campbell, CA
All-Flash File and Object Storage solution
Be an early applicant
All-Flash File and Object Storage solution
501-1000 employees
Be an early applicant
Office located in Campbell, CA
501-1000 employees
Company mission
To bring an end to decades of complexity and application bottlenecks.
Role
Who you are
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field. Advanced degree or relevant certifications are a plus
- Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment. Experience with support tools and technologies is highly desirable
- Preferred: Enterprise software or high-tech industry experience is a plus
- Preferred: Intermediate to Advanced experience with Salesforce (SFDC), Jira, Confluence
- Preferred: Experience with agile methodologies and sprint planning
- A relentless drive and a customer-first mentality are essential
- Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous
- Proven track record of successfully managing complex technical programs and projects
- Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts
- Proven track record in program management, execution, change management, and cross-functional stakeholder management
- Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives
- Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact
- Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns
- Ability to thrive in a culture of transparency and direct feedback
What the job involves
- We are seeking a highly skilled, dynamic, and motivated Technical Program Manager to join our Customer Support Operations team
- In this role, you will be a technical resource responsible for leading and managing technical programs that enhance the efficiency and effectiveness of our customer support operations
- You will collaborate closely with cross-functional teams including engineering, product management, and support to drive initiatives that improve our support processes, tools, and customer experience, working directly with all levels of the organization
- Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress
- Manage prioritized projects outlined in the Customer Success roadmap
- Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements
- Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own
- Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers
- Identify opportunities for process improvements within customer support and own follow-up where needed
- Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
- Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us
- Keep CS runbooks and SOPs up-to-date
- Communicate between customer support and engineering teams
- Engage with engineering and product management to be informed about product updates and new releases and how they impact internal processes and support enablement
- Champion the voice of the customer within the organization, ensuring that customer feedback (and supportability) is integrated into product development and processes through the Problem Management program
- Collaborate with the customer success team to proactively address customer needs and concerns by making sure that proposed changes are followed up on and implemented
- Work closely with the customer support team, engineering teams, sales enablement and product management to develop and deliver technical training programs for customer support teams
- Facilitate ongoing skill development and knowledge enhancement for support staff via 101, 201, and 301 programs, certifications, and new product and feature training
Our take
Data is changing. It floods into organizations with a volume and velocity previously unseen in enterprise IT. However, transforming that data into business-impacting insights stresses common storage systems that are based on archaic architectures. VAST Data's all-flash data platform addresses the challenges and compromises of scale, performance, efficiency and cost, to better meet the demands of today’s data-deluged and AI-powered enterprises in a new era of machine intelligence.
VAST's average customer manages approximately 12 petabytes of data with its technology. The company's average deal size is approximately $1 million, but it has several customers with over $10 million invested. The company more than doubled its customer base in 2021.
The company has found success across a range of verticals, from quantitative analysis to life sciences. The market for data platforms for deep learning is expected to become a $280 billion market by 2030, and since its Series E funding, VAST has the financial comfort to continue product development and refinement which will help it consolidate its impressive market-leading position.
Freddie
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2023
$118m
SERIES E
May 2021
$83m
SERIES D
Total funding: $381m
Company benefits
- Health, vision and dental coverage including flexible spending accounts
- Work from home opportunities
- Unlimited vacation
- Pre-tax commuter benefits
Company HQ
Theater District, New York, NY
Leadership
Renen Hallak
(CEO)BA and an MSc in Computer Science. Prior to founding VAST, they led the architecture and development of an all flash array at XtremIO as VP of R&D.
Shachar Fienblit
(Chief R&D Officer)BSC in Computer Software Engineering. Prior to Co-founding VAST, they were the VP of Engineering at Kaminario before being promoted to CTO.
Jeff Denworth
(VP of Products & CMO)Prior to Co-founding VAST, they were the SVP of Marketing at CTERA Networks and DDN Storage.
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