Posted 15 Nov 2022, 2:10 pm

Service Account Manager at Pure Storage

SHOULD YOU ACCEPT THIS CHALLENGE... 

Pure Storage is actively seeking a Service Account Manager (SAM), passionate about customer relationships and success, to drive customer satisfaction and be a trusted advisor who personalizes each customer’s Pure experience. As a key member of the Pure Customer Experience team, you’ll support our largest and most strategic accounts. 

This role is responsible for owning the customer service delivery relationship, managing on-boarding, support, services, adoption, training, renewal and maintenance tracking, up-selling, customer satisfaction, and education. You will be the customer advocate, bridging communication between various business functions within Pure. This role is essential to providing best-in-class service and support to enable successful deployment, delivery, and value realization of Pure products and services. You will have a deep understanding of the customer's environment, in order to proactively reduce support incidents, promote system health, and deliver effective solutions to both technical and non-technical end-users.

WHAT YOU WILL BE DOING

  • Own the overall customer service delivery relationship, orchestrating the customer experience in our largest and most strategic accounts 
  • Responsible for service delivery of: inventory management, best practice guidance, support engagements, and customer training opportunities 
  • Communicate service updates regarding support escalations, incident tracking, problem identification, root cause analyses, and issue resolution
  • Serve as customer advocate and effective conduit into various internal teams, including Sales, Support, Engineering, Product Management, Legal, Finance, and executive leadership
  • Use executive level communication skills to effectively manage stakeholder relationships
  • Establish yourself as a trusted advisor and subject matter expert through regular operational and strategic management reviews, including proactive risk analysis, deployments, migrations, capacity planning, and expansions
  • Accelerate customer’s business priorities and operational objectives through analyses of environment, roadmap, and IT initiatives 
  • Craft and deliver strategic customer experiences that increases customer contract value, customer satisfaction, and brand loyalty 
  • Collaborate with internal account teams to identify new, customer-inspired opportunities and business solutions
  • Manage and coordinate Pure implementations within prescribed change control windows
  • Develop and maintain a deep understanding and knowledge of Pure’s products and services
  • Participate in sales and services growth planning, technical and support escalation sessions, root cause analysis delivery, and customer training opportunities
  • Conduct quarterly on-site review and roadmap discussions

WHAT YOU’LL NEED TO BRING TO THIS ROLE... 

  • 5 + years experience in customer success, professional services, or similar roles preferred 
  • Prior experience and knowledge of the storage or adjacent industry 
  • Experience in a customer satisfaction/success focused environment 
  • Ability to influence cross functionally and in a matrix environment 
  • Excellent collaboration, organization, project management, presentation, and problem-solving skills
  • Outstanding writing and verbal communication skills; including the ability to clearly articulate technical issues to technical/non-technical audiences, and explain business impact through reports and presentations to customer and Pure leadership
  • Demonstrated ability to handle critical issues, drive discussions, and present internal and customer issues at the executive level
  • Ability to manage multiple customers, projects, and tasks, with effective time management capabilities
  • Bachelor’s Degree and/or equivalent work experience is required 
  • ITIL, PMP, PMI, or Six Sigma certifications are a plus
  • Previous Salesforce/ServiceNow experience is a bonus
  • Must be located in Eastern US Time Zone
  • Must be authorized to work in the USA without Visa sponsorship 

Pure Storage applies a geographic based pay structure depending on an employee’s location.For applicants located in Colorado (as required by SB19-085)
  • The annual base salary range is: $90,000 - $135,000. This role may be eligible for incentive pay and/or equity.
  • US Benefits Summary
For applicants located in New York (as required by New York City Human Rights Law 2022/032):
  • The annual base salary range is: $112,000 - $168,000. This role may be eligible for incentive pay and/or equity.
  • US Benefits Summary

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