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 customerâs Pure experience. As a key member of the Pure Customer Experience team, youâll 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 customerâs 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 Pureâs 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 YOUâLL 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
- Bachelorâs 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 employeeâs 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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