Director of Customer Success, Qumulo
Exabyte-scale data storage
Open for applications
Exabyte-scale data storage
201-500 employees
Open for applications
201-500 employees
Company mission
To help our customers unleash the power of file data at massive scale.
Role
Who you are
- 5-10 years Previous Customer Service or Customer Success experience
- Previous Customer Success leadership experience strongly preferred
- Track record for working effectively through others to achieve high-level business goals
- Background supporting customers in a SaaS, On-Prem or Cloud environments would be advantageous
- Track record for building and fostering a highly collaborative environment
- Able to build a high-level plan starting with ambiguous input from stakeholders and drive that plan to fruition in a timely fashion
- Excellent escalation manager for critical customer issues
- Excellent written and verbal communication skills
- Strong problem solving skills with a can-do attitude
- Candidate must be located in the United Kingdom or in Ireland
What the job involves
- In this role, you will help lead the team directly responsible for ensuring that our customers are making the best use of their Qumulo systems
- With an industry leading net-promoter score, you must have outstanding customer empathy combined with strong team development and operational skills to help us continue to deliver these results as our customer base and team grow
- You will also help us continue to build out the business systems and cross-organization processes that provide the team with the data it needs to ensure that our customers are getting the best partnership in their success as possible
- Customer Relationship Strategy: Designing and implementing strategies for customer retention, satisfaction, and growth
- Team Leadership: Leading and mentoring the team, ensuring alignment with company objectives and promoting a culture of collaboration and accountability
- Revenue Growth & Retention: Deep partnership with our Sales teams driving customer renewals, upsells, and identifying expansion opportunities while minimizing churn
- Customer Health & Advocacy: Monitoring customer health metrics, gathering feedback, and acting as a customer advocate within the organization
- Service Delivery Oversight: Managing PS teams to ensure projects (e.g., implementations, customizations) are delivered on time, within scope, and meet client expectations
- Cross-Functional Collaboration: Working closely with Sales, Product, and Support to ensure seamless customer experiences and resolve escalations
- Operational Excellence: Implementing processes, tools, and best practices to streamline service delivery and account management
- Metrics & Reporting: Analyzing customer success metrics (e.g., Net Promoter Score, churn rate) and service KPIs to drive strategic decisions and report on outcomes
Our take
Modern businesses process, generate and store vast amounts of data, and this is only accelerating as companies adopt hybrid and remote work and find new ways to take advantage of the information they are accumulating. However, this data has to be stored somewhere, and as businesses scale they find they run out of room. Qumulo exists to offer an alternative to costly in-house solutions with a exabyte-scale data storage solution.
Qumulo offers a variety of cloud, hybrid and on-premises storage options, each taking advantage of the latest advances in storage technology, allowing a company to reliably scale its data requirements without costly infrastructure upgrades. Its platform also embeds a range of tools for creating workflows and applications with the file data for easy management and migration to cloud servers. This flexibility has seen Qumulo's product used by hundreds of companies from a range of business sectors including Industrial Brothers, UC San Diego SuperComputer Center and Progenity.
Qumulo has grown rapidly since its founding, experiencing 100% year on year growth through 2020 and attracting a large infusion of funding in a Series E round led by Blackrock. It has been investing heavily in its platform and technology, specifically taking advantage of increasing capabilities and decreasing costs in flash storage. As the data requirements of business only increase, Qumulo seems well positioned to continue its success streak.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2020
$125m
SERIES E
Jun 2018
$93m
SERIES D
Total funding: $347.3m
Company benefits
- Mental health & wellbeing benefits provided to you at no cost through Headspace Health
- Robust wellbeing program
- Phone & Internet stipend
- Global business travel insurance
- Anniversary gift program – gifts every year
- Referral bonus program
Company values
- We are data-driven and experimental: Data isn’t just what we do — it’s at the core of every decision we make. Data allows us to adapt and informs our relentless product innovation. We build something, we measure its impact, then iterate to make it even better. We take educated risks to test, learn, and innovate
- Customers are our magnetic field: Qumulo started with a vision of how to build a modern file data management and storage product our customers would love. We’re customer obsessed and strive to offer the best service and support. Staying close to our customers is how we succeed
- We share by default: Transparency makes us stronger. It gives us insight into our customers, coworkers, and work so we can continuously deliver more value. We play well with others, share our differing points of view, and stand up for new ideas
- We do the hard, right thing: We are doers, not just thinkers. Creators, not just critics. We roll up our sleeves, solve problems, and do what’s needed to get the job done. We own it, even if it’s hard or not in our job description
- We build a team of people we're proud to know: We work smart and we work hard but we also have a lot of fun in the process. We work in teams but we celebrate individual achievements. We hire super-talented people who share our bold ambitions, integrity, and passion
Company HQ
Pike Pine Retail Core, Seattle, WA
Articles
Leadership
Douglas Gourlay
(President & CEO)Alongside Qumulo, they are an Executive Advisor at Arista Networks. Previously held VP roles at Skyport Systems, Arista Networks, and Cisco.
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