Service Account Manager

Were in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here you lead with innovative thinking grow along with us and join the smartest team in the industry.

This type of workwork that changes the worldis what the tech industry was founded on. So if youre ready to seize the endless opportunities and leave your mark come join us.

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.

SAM Customer Experience Pure SAM Pure PureSAM

Principal Duties & Responsibilities

- Communicates relevant service updates and recommendations to both internal account team & external customers to ensure a level of compliance and performance

- Functions as the single point-of-contact for service activities educates the customer on Pure service delivery tools and interfaces.

- Provides monthly and quarterly service review 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

- Leverages phone home data analysis 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

- Manages accurate customer installed base and assists in ensuring accuracy of service maintenance contracts billing

- Establish an appropriate collaboration and coordination framework among stakeholders during escalation and drive towards resolution.

- Leads business reviews with customer execs providing key content facilitating discussions on operational plans and tracking progress of action items.

- Interacts regularly with the operations team at the customer site

- Attends customer data center occasionally or as appropriate

- Be responsible for accomplishing the value based contract renewal and Upsell and/or getting excellent feedbacks with your key accounts

- Actively participate and contribute to the virtual initiatives and process improvement.

- Pure

-

-

-

- Historical

-

- Install base Billing

- Stakeholder

-

-

-

-

-

WHAT YOULL NEED TO BRING TO THIS ROLE...

Technical Experience

- Technical expertise in Enterprise Storage - product key features and solutions general technology like NAS SAN File/Block data and close technology like server os virtualization network and so on.

- Hand-dirty experience like installation upgrade expansion or developing test environment. FlashArray FlashBlade experience is a good plus.

- Critical infrastracture technologies like Cloud Cyber-security or Containerization and orchestration solution

- > 3 years of experience directly engage with the enterprise IT infrastructure operation

- Preferred - Experience in IT infrastructure operation and management as an on-site member of the customers ops team or through managed services (operation outsourcing)

- FlashArray FlashBlade Soft/Hard

- FA FB

- Cloud Data Platform

- SIer Vendor

- Managed Service) IT

Soft Skill

- Strong communication skills (facilitation negotiation coflict management skill assertive communication)

- Strong task managent (self) and project (group-mission) driving skill to make things move forward as planned.

- Strong complex problem solving skill and experience

- A very good relationship and effective network building skill with every stakeholders (internal & external domestic & APJ) ability to influence cross functionally and in a matrix environment.

-

-

-

-

Certification and mindset

- Bachelors (Non Technical)

- ITIL Foundation or Project management certified (desired)

- 5 years relevant experience (customer facing large accounts industry related) and long term relationship building

- Japanese - Native English - Business (readable/writeble with willingness to keep brushing up)

- Proactive and outgoing

- objective based result-oriented

- Self-disciplined professional

- Critical Thinking (Logical Thinking)

- team worker with professionalism

- No silent in meetings

-

- ITIL Project Management

- 5 12

- (

-

-

-

-

-

-

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortunes Best Large Workplaces in the Bay Area Fortunes Best Workplaces for Millennials and certified as a Great Place to Work!
• Pure Team: We build each other up and set aside ego for the greater good.

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. Check out for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this contact us at if youre invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

Were forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isnt just accepted but embraced. Thats why we are committed to fostering the growth and development of every person cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

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.