BE PART OF BUILDING THE FUTURE.
Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.
Our mission? Deliver a simple, evergreen data platform that enables everyone to turn data into intelligence and advantage. The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one.
The world is experiencing a revolution driven by next-generation technology like AI, machine learning, virtual reality, quantum computing, and self-driving cars—all of which require unprecedented amounts of data. This sets the stage for Pure's technology to grow exponentially in the coming years.
We've only scratched the surface of our ambitions , and as we continue to gobble up market share, we're blazing trails and setting records:
For five straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays.
Our customer-first culture and unwavering commitment to innovation have earned us a Satmetrix Net Promoter Score in the top 1% of B2B companies globally.
Pure puts a premium on the future, investing 26% of revenue into R&D.
If you, like us, say "bring it on" to exciting challenges that change the world, we have endless opportunities where you can make your mark.
SHOULD YOU ACCEPT THIS CHALLENGE…
A key member of the Pure Customer Success, the Service Account Manager (SAM) supports our largest and most strategically important customers.
You will be assigned to and responsible for a specific area, region, or division with site locations as specified in account service plan, builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction. Individual leverages various Pure resources to ensure incident resolution, drives proactive activities promoting system health and customer satisfaction. Provides detailed customer reporting using a cross section of services tools and applications. Collaborates with Pure account teams to understand the business strategy and supports sales opportunities. The individual will be responsible for basic account management as either part of a larger SAM team or for a customer(s) with smaller install bases.
Principal Duties & Responsibilities
Functions as the single point-of-contact for service activities, educates the customer on Pure service delivery, tools and interfaces.
Communicates relevant service updates and recommendations to both internal account team & external customers to ensure a level of compliance and performance
Collaborates with Pure resources and customer during escalations
Leverages phone home data analysis and other on premise data metrics to provide customer environment insight
Accountable for Change control management to ensure stability of environments
Works with the customer to proactively identify and resolve potential issues to achieve high system availability
Works with the support team, engineering, and other Pure divisions to address any occurance of customers technical issues related to Pure's products.
Attends customer site as required by the customers and account team
Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements
Leads preparation for customer quarterly business review
Interacts regularly with the operations team at the customer site
WHAT YOU'LL NEED TO BRING TO THIS ROLE…
Technical expertise in IT Infrastructure and storage technology especially Flash based NAS/SAN.
Good understanding of technology ecosystem, software development life-cycle, and generic IT and industry knowledge (especially in Telco and Financial industry)
Builds relationships and effective networks
Ability to influence cross functionally and in a matrix environment
Strong communication skills (written, verbal and listening)
Complex problem solving skills
Collaboration across teams
Possesses operational command of the business
Possesses strong product/technology/industry knowledge
Education & Experience Required
Bachelors (Non – Technical)
ITIL Foundation (desired)
15+ years relevant experience (customer facing, large accounts, industry related)