pure storage + gainsight | delivering customer success at an infrastructure company

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Delivering Customer Success at an Infrastructure Company

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Today’s Speaker

Alex Hesterberg• Vice President, Customer

Success & Technical Field Operations at Pure Storage

• Past experience includes Professional Services at Riverbed and Symantec (formerly Veritas)

© 2016 PURE STORAGE INC.3

SMARTDELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY

Alex HesterbergVP, Customer Success & Technical Field Operations

STORAGE

© 2016 PURE STORAGE INC.4

PURE STORAGE: COMPANY-AT-A-GLANCE

Founded in 2009, Pure Storage has disrupted the storage industry with an innovative subscription based business model and radically simple technology• Over 1,800 employees• Operating worldwide in 28 countries• Publicly traded on NYSE under the symbol PSTG• Revenue:

$42.7m FY14$174.4m FY15$440.3m FY16

COMPANY HIGHLIGHTS A PORTFOLIO OF INNOVATION

EVERGREENSTORAGEFLASHARRAYFLASHBLADE FLASHSTACKPURE1

The most recommended infrastructure tech product• Certified NPS score of 83.5

Leader in IDC MarketScape:Worldwide All-Flash ArrayJanuary, 2016

Leader in Gartner Magic Quadrant forSolid State Arrays• August, 2016• June, 2015• August, 2014

GLOBALLY RECOGNIZED AS A LEADER

OVER 2,350 CUSTOMERS IN 4 YEARS

© 2016 PURE STORAGE INC.5

SMART STORAGEFOR CLOUD IT

© 2016 PURE STORAGE INC.6

ACCELERATEDIGITAL BUSINESS FASTER

APPLICATIONS RICH, MOBILEEXPERIENCES RAPID

DEVELOPMENT

© 2016 PURE STORAGE INC.7

HARNESSING PRODUCT

INTELLIGENCECUSTOMER DATA

LEADS TOCUSTOMER SUCCESS

© 2016 PURE STORAGE INC.8

REMEMBERWHEN?

© 2016 PURE STORAGE INC.9

?STORAGE

IT CAN NO LONGER BE THAT DUMB BOX IN THE CORNER YOU SAVE STUFF TO…

© 2016 PURE STORAGE INC.10

275REAL-TIME

ISSUEFINGERPRINTS

>7 PBMETADATA

UNDERREAL-TIMEANALYSIS

8,600INCIDENTS

AUTOMATICALLYIDENTIFIED &

RESOLVED

380SEV1 ISSUES

AVOIDEDTO DATE

>1 BPROBES /

DAY

© 2016 PURE STORAGE INC.11

DATA…IT’S NOT JUST FOR REPORTSAT THE CORE OF PRODUCT IMPROVEMENT, CUSTOMER SATISFACTION & CUSTOMER

EXPANSION

WAYS TO INNOVATE

REPEAT BUY

METRICS

PREDICTIVE

ANALYTICSFEATURES USED THE

MOST/LEAST

CUSTOMER FEEDBACK LOOPS

HURDLES TO ADOPTION

BY THEATRE

BY SEGMENT

BY VERTICAL

FINGERPRINT SEVERITY 1 CASES

SIZING & WORKLOAD PERFORMANCE

WHICH NEW FEATURES SOLVE ISSUES

© 2016 PURE STORAGE INC.12

HOW DOES CUSTOMER SUCCESS METHODOLOGY

APPLY TO INFRASTRUCTURE

TECHNOLOGY?

© 2016 PURE STORAGE INC.13

A QUESTION WE ASK EVERYONE AT PURE…

© 2016 PURE STORAGE INC.14

WHICH COMPANY…• Disrupted a multi-billion dollar infrastructure

technology industry?• Replaced adoption complexity with simplified end user

controls?• Introduced simplified pricing and low-risk

implementations?• Easy to expand capacity and use new features without

disrupting users?• Offers 99.999 availability with an “always-on”

architecture?

All-Inclusive SoftwarePricing Locked-InNever Re-Buy What You BoughtHealth Checks Every 30 SecondsPredictive Support99.9999 availability

© 2016 PURE STORAGE INC.15

OUR APPROACHALIGNING CUSTOMER SUCCESS TEAMS

& OUR CUSTOMER LIFECYCLE

© 2016 PURE STORAGE INC.16

PLAN FOR SUCCESSALIGNING DISTINCT FUNCTIONS TOWARDS COMMON GOALS

• MISSION, VISION, MOTTOS• VALUES & GUIDING PRINCIPLES

• BUSINESS RESULTS

• CUSTOMER/PARTNER SUCCESS

• EMPLOYEE SUCCESS

• OPERATIONAL SUCCESS

© 2016 PURE STORAGE INC.17

OUR CUSTOMER LIFECYCLECUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONS

OPPORTUNITY IDENTIFICATION

QUALIFIED OPPORTUNITY

ORDER BOOKING

ONBOARDING

PREDICTIVE SUPPORT

RETENTION / EXPANSION

Sales Execution

Services Execution

AE/SE

AE/SE

ISR/BDR

IE/SA

TSE

SAM/DSE

© 2016 PURE STORAGE INC.18

DATA DRIVEN ADOPTION, SUPPORT, UPSELL & INNOVATIONCUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONS

WAYS TO INNOVAT

E

PREDICTIVE

ANALYTICS

REPEAT BUY

METRICS

© 2016 PURE STORAGE INC.19

ROLES & EXECUTIONEVOLVING ROLES & CALLS TO ACTION

© 2016 PURE STORAGE INC.20

ROLES & RESPONSIBILITIES EVOLUTION OF CUSTOMER SUCCESS ROLES WITHIN INFRASTRUCTURE IT

CUSTOMER SUCCESS MANAGER

SERVICE ACCOUNT MANAGER

TECHNICAL ACCOUNT MANAGER

•ACCOUNT MANAGEMENT•RETENTION / EXPANSION TARGETS

•PART OF ACCOUNT TEAM•VARIABLE TIED TO SALES

•SUPPORTS ACCOUNT TEAM•MBO’s

© 2016 PURE STORAGE INC.21

MATCHING INSIGHTS WITH EXECUTIONEXAMPLES OF PROACTIVE & REACTIVE CALLS TO ACTION

<10% ARRAY CPACITY USED AFTER 30 DAYS

SEVERITY 1 CASE WITH NO UPDATE IN 4 HOURS

SEVERITY 2 CASE WITH NO UPDATE IN 24 HOURS

1-DAY POST QBR SURVEY

30-60-90 DAY ONBOARDING STATUS ALERTS

>10% CUSTOMER HEALTH VARIANCE

>80% ARRAY CAPACITY UTILIZED

MIXED WORKLOAD ALERT

DE-DUPE RATIO CHANGE ALERT

180-120-90 DAY RENEWAL ALERTS

© 2016 PURE STORAGE INC.22

WRAPPING IT UPHARNESSING THE POWER OF DATA WITH INFRASTRUCTURE IT

WINNING INFRASTRUCTU

RE TECHNOLOGY

PARTNER SUCCESS

CUSTOMER SUCCESS

SIMPLICITY

EXTENSIBILITY

DATA-RICH, SaaS-LIKE CUSTOMER EXPERIENCE

SHARING CUSTOMER SUCCESS METHODOLOGIES

PARTNER ENABLEMENT PLANS IDENTICAL TO OUR

OWN

PARTNER IS A PART OF OUR PLAN FOR SUCCESS

TOOLS & DATA CAN COMPENSATE FOR ORG STRUCTURE

CULTURAL MINDSET

COMP PLANS SHOULD REFLECT A CUSTOMER SUCCESS CHARTER

© 2016 PURE STORAGE INC.23

THANKYOUDELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY

Alex HesterbergVP, Customer Success & Technical Field Operations

Q&AQ&A