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About the Company:

Qumulo is the unstructured data platform to store and manage exabyte-scale data anywhere – at the edge, in the core data center and in the cloud. With unstructured data growing in more locations faster than ever before, enterprises today need a way to store, manage, and curate data simply and efficiently in any location, on any platform. This is precisely what Qumulo was founded to accomplish.

At Qumulo, we are building an open and collaborative culture where people can do their best work with customers as our magnetic field. We act as owners, we share by default, we are data driven and experimental and as an inclusive workplace, we encourage and celebrate multiple points of view. As part of our culture we believe diversity drives innovation.

About the Position:

At Qumulo, customers are our magnetic field. 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.

Responsibilities

• 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.

Qualifications

• 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

Key Benefits

Individual pay depends on various factors, such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated each year. Offers are made within the pay range applicable at the time.

Qumulo is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

As part of the employment process, Qumulo conducts comprehensive background checks on all final candidates for employment. The background check process may include a review of criminal history, credit history, employment verification, education verification, and other relevant information.

Qumulo is committed to complying with all applicable federal, state, and local laws concerning background checks. We ensure that our background check process is fair, consistent, and transparent, and we follow all legal requirements regarding the timing and scope of such checks.

For positions in jurisdictions with specific legal requirements, such as restrictions on the timing of criminal history inquiries, we will conduct these checks in accordance with local laws and only after a conditional offer of employment has been made, where required.

For more information on our Applicant and Employee Privacy Notice please click on the link below:

https://et5yrgdebta.exactdn.com/wp-content/uploads/2024/10/Qumulo-Global-Professionals-Privacy-Notice-October-2024.pdf