Service Account Manager (Remote, East Coast)
Company: Pure Storage
Location: Irvine
Posted on: June 24, 2022
Job Description:
BE PART OF BUILDING THE FUTURE.What do NASA and emerging space
companies have in common with COVID vaccine R&D teams or with
Roblox and the Metaverse?The answer is data, -- all fast moving,
fast growing industries rely on data for a competitive edge in
their industries. And the most advanced companies are realizing the
full data advantage by partnering with Pure Storage. Pure's vision
is to redefine the storage experience and empower innovators by
simplifying how people consume and interact with data. With 9,000
customers including 50% of the Fortune 500, we've only scratched
the surface of our ambitions .Pure Is Blazing Trails And Setting
Records
- For eight straight years, Gartner has named Pure a leader in
the Magic Quadrant
- Our customer-first culture and unwavering commitment to
innovation have earned us a certified Net Promoter Score in the top
1% of B2B companies globally
- Industry analysts and press applaud Pure's leadership across
these dimensions
- And, our 4,000+ employees are emboldened to make Pure a faster,
stronger, smarter company as we go 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... 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...
- Experience in a customer satisfaction/success focused
environment
- Ability to influence cross functionally and in a matrixed
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 Deg ree and/or equivalent work experience is
required
- 5 + years experience in customer success, professional
services, or similar roles preferred
- Prior experience and knowledge of the storage or adjacent
industry
- 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
BE YOU-CORPORATE CLONES NEED NOT APPLY.Pure is where you ask big
questions, think differently, and make an impact. This is not just
a job, but a place where you have a voice and can accelerate your
career. We value unique thoughts and celebrate individuality, and
with ample opportunity to learn, develop yourself, and expand into
different roles, joining Pure is an investment in your career
journey.Through our Pure Equality program, which supports a
flourishing field of employee resource groups, we nourish the
personal and professional lives of our team members. And our Pure
Good Foundation gives back to local and global communities through
volunteering and grants.And because we understand the value of
bringing your full and best self to work, we offer a variety of
perks to manage a healthy balance, including flexible time off,
wellness resources, and company-sponsored team events.PURE IS
COMMITTED TO EQUALITY.Research shows that in order to apply for a
job, women feel they need to meet 100% of the criteria while men
usually apply after meeting about 60%. Regardless of how you
identify, if you believe you can do the job and are a good match,
we encourage you to apply.Pure is proud to be an equal opportunity
and affirmative action employer. We do not discriminate based upon
race, religion, color, national origin, sex (including pregnancy,
childbirth, or related medical conditions), sexual orientation,
gender, gender identity, gender expression, transgender status,
sexual stereotypes, age, status as a protected veteran, status as
an individual with a disability, or any other characteristic
legally protected by the laws of the jurisdiction in which you are
being considered for hire.If you need assistance or an
accommodation due to a disability, you may contact us at
TA-Ops@purestorage.com .APPLICANT & CANDIDATE PERSONAL INFORMATION
PRIVACY NOTICE.If you're wondering how or why Pure collects or uses
information you provide, we invite you to check out our Applicant &
Candidate Personal Information Protection Notice .DEEMED EXPORT
LICENSE NOTICE.Some positions may require a deemed export license
for compliance with applicable laws and regulations. Please note:
Pure does not currently sponsor deemed export license applications
so we are unable to proceed with applicants requiring stated
sponsorship.PURE'S COMPLIANCE WITH THE U.S. GOVERNMENT COVID-19
MANDATEIn accordance with Pure's policies, current and anticipated
federal regulations, and our ongoing commitment to prioritizing the
health and well-being of our employees, partners, and customers,
and the community at large, where permitted by law, all Pure
employees and contractors working in the United States are expected
to be fully vaccinated against COVID-19 prior to your start date.
Should you require an exemption for medical or religious reasons,
you must initiate Pure's exemption request process which will
determine if an exemption can be granted in accordance with
applicable local, state, and/or federal law.
Keywords: Pure Storage, Irvine , Service Account Manager (Remote, East Coast), Executive , Irvine, California
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