At a Glance
- Tasks: Coordinate customer deployments and ensure seamless communication across teams.
- Company: Join VAST Data, a leader in AI and data infrastructure innovation.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Work with cutting-edge technology and build relationships with global partners.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced tech setting.
- Qualifications: 5+ years in Customer Success or related fields, with strong organisational skills.
The predicted salary is between 60000 - 80000 £ per year.
Location: London
Department: Customer Success
Reports To: Chief of Staff, Customer Success
At VAST Data, we are redefining the future of AI and data infrastructure. Our platform powers some of the world’s most demanding environments, enabling organizations to accelerate innovation through a unified, scalable data platform. As we continue to grow globally, we are seeking a highly organized, detail-obsessed, customer-focused, and operationally driven Customer Success Engagement Manager to join our Customer Success organization.
Role Overview
The Customer Success Engagement Manager serves as the operational quarterback for customer deployment and field service engagements. This individual partners closely with customers, Sales Engineers, Support, Field Engineers, and third-party service providers to coordinate successful installation, expansion, and break-fix activities across customer environments. This role requires exceptional communication skills, strong operational discipline, and the ability to manage multiple high-priority engagements simultaneously in a fast-paced environment. The ideal candidate understands the importance of customer experience and technical risks and requirements during critical deployment windows, and thrives in situations requiring coordination across technical teams, customers, and external partners.
Key Responsibilities
- Deployment Coordination & Customer Engagement: Coordinate onsite installation and expansion deployments with customers, Sales Engineers, and deployment teams. Manage deployment scheduling, logistics, site readiness validation, and resource alignment. Act as the air traffic controller throughout deployment activities to ensure seamless, on-time execution and clear communication across all involved parties. Drive proactive communication with VAST resources regarding timelines, milestones, risks, and deployment status.
- Revenue Recognition & Engagement Tracking: Track deployment progress and completion milestones to help accelerate operational closeout and revenue recognition activities. Ensure engagement records, deployment completion details, and customer sign-offs are accurately documented and communicated internally. Partner cross-functionally with Customer Success, Services, Finance, and Sales Operations teams to maintain accurate deployment visibility.
- Break-Fix & Field Service Coordination: Work closely with Support Engineers and partners to coordinate onsite field engineer dispatches for hardware replacement and break-fix activities. Establish and monitor escalation workflows to make sure scheduling urgency, parts coordination, and customer communications happen smoothly during critical support situations. Help minimize customer downtime through rapid coordination and operational follow-through.
- Partner & Vendor Relationship Management: Build and maintain strong relationships with authorized third-party service providers, installers, and field engineering partners. Maintain positive working relationships with the network of qualified installation and field service resources globally. Monitor partner responsiveness, performance, coverage, and service quality to ensure high customer satisfaction. Support onboarding and operational enablement of new service partners.
Qualifications
- 5+ years of experience in Customer Success, Services Operations, Deployment Coordination, Technical Account Management, or similar operational roles within enterprise technology and customer-facing business units.
- Experience in the data storage, infrastructure, networking, cloud, or enterprise hardware industry strongly preferred.
- Proven ability to coordinate complex customer engagements involving multiple technical stakeholders and external vendors.
- Strong organizational and project management skills with the ability to manage competing priorities simultaneously.
- Effective and concise written and verbal communication skills.
- Experience working cross-functionally with Sales, Support, Engineering, Finance, and external service providers.
- Ability to remain calm, responsive and highly effective during high-pressure customer situations and escalations.
- Familiarity with enterprise deployment processes, field service operations, and hardware lifecycle management is highly desirable.
- Experience using CRM, ticketing, and project management platforms such as Salesforce and Jira.
Preferred Attributes
- Customer-first mindset with strong attention to detail.
- Highly proactive, resourceful, and operationally driven.
- Comfortable operating in a rapidly scaling, fast-paced environment.
- Strong sense of ownership and accountability.
- Ability to influence and coordinate without direct authority.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Engagement Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Drive Capital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Drive Capital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Engagement Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Drive Capital:Your cover letter is your chance to shine! Tell us why you want to work at Drive Capital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Drive Capital!
How to prepare for a job interview at Drive Capital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
