Join one of the innovative, disruptive
companies in the Norwest portfolio
San Jose, CA, US
As a customer success lead, you and your team will be responsible for WekaIO's post sales success. To ensure such success, the team would be responsible for the following:
Making sure that each WekaIO installation goes smoothly as well as any other on going operation.
Bridging between the customer and R&D whenever current product state or documentation do not match the customer expectations.
Making sure the customer’s environment is properly setup to be compatible with WekaIO, and optimized for WekaIO's strengths
Providing feedback to R&D and help prioritizing bugs, usability issues, etc.
Helping the WekaIO sales team to identify new opportunities within the customer
Providing back office support for partners and resellers
Owning a professional services lab
Certification and benchmarking the WekaIO file system with various applications
Keep track of installed systems, identify needed actions based on mandatory SW upgrades
Team Management Description
You will be responsible for the team performance, including:
Managing and hiring team members, owning the execution of all team tasks above
Dictating supporting processes and making sure they are followed
Interacting with other company functions
Individual Contribution Description
Due to the current team size we expect that currently 40% of the time would be spend on management functions, while 60% will be spent on hands-on customer interaction. As the company will scale and more people hired, we expect the management aspect to consume a more significant part of the time.
Hands on experience in supporting Linux based enterprise infrastructure products (storage, networking, virtualization, security, etc)
Being familiar with Linux OS installation and management
Past experience in leasing support teams and ability to form and enforce support processes
Past experience in support end customer interactions for enterprise customers
Past experience in storage, networking, early stage start-ups, and being the support lead of a company or product
Geography, Travel and General Terms
Customer travel in the US might be required based on needs. Future expansion to worldwide support is not immediate but planned.
Travel to R&D center in Tel Aviv for at least twice a year
Our support SLA with customers is 24/7, and hence emergency standby is an integral part of the requirements