Service Account Manager

THE ROLE

As a Senior Service Account Manager (Senior SAM) you are responsible for managing and enhancing customer relationships driving post-sales and support activities and ensuring the successful deployment and operation of Pure Storage products and solutions. This role is pivotal in orchestrating the customer experience particularly in our largest and most strategic accounts. The ideal candidate will be a customer advocate with extensive industry-level expertise a trusted advisor and subject matter expert focused on leading the way to successfully drive customer satisfaction retention and business growth.

WHAT YOULL DO

• Customer Relationship Management:
  • Drive and nurture customer relationships accountable for post-sales and support activities. At ease working in a matrix environment to influence drive and execute to ensure all deliverables are completed at the high quality standard expected.
  • Serve as a trusted advisor advocate and subject matter expert for customers.
  • Establish and maintain strong relationships with customers acting as their primary point of contact.
  • Drive large complex customer engagements across multiple Pure Storage product lines functions and solutions.
  • Periodic travel to customer sites for in-person meetings. Travel requirements will vary based on customer assignments and may be up to 30% in EMEA and APJ regions up to 15% on average for AMS.
• Coordination and Communication:
  • Drive regularly scheduled status calls providing ongoing status reports summarizing key activities outstanding issues and the health and performance of Pure products.
  • Proactively communicate and drive service updates regarding support escalations incident tracking problem identification and issue resolution. Establish clear accountability to drive and assign actions to CX team members to address time sensitive and/or crucial customer issues for continuity of customer engagement.
  • Engage in all high-severity issues orchestrating and driving to completion. This includes engaging outside of normal business hours and ramping up backup team members for smooth hand-offs as needed.
  • Drive regularly scheduled meetings with customers to coordinate successful Pure product deployments and solutions.
• Service Delivery
  • Own the overall customer service delivery relationship orchestrating the customer experience for Pures large strategic accounts.
  • Manage service delivery including inventory management best practice guidance support engagements and customer training opportunities.
  • Orchestrate large internal Pure teams influencing across engineering product management and legal to deliver a holistic customer experience.
• Implementation and Deployment:
  • Manage and coordinate Pure implementations within prescribed change control windows in collaboration with CX team members account team and customers.
  • Conduct professional and relevant operational and strategic management reviews including proactive risk analyses deployments migrations capacity planning and expansions.
• Customer Advocacy:
  • Advocate customer requirements for product features and functionalities driving their prioritization with Pures product management and engineering organizations.
  • Collaborate with internal account teams to identify new customer-inspired opportunities and business solutions.
  • Recommend solutions to improve customer adoption and address product concerns.
• Knowledge Sharing and Mentorship:
  • Develop maintain and share a deep understanding and knowledge of Pures products and services.
  • Guide and mentor Service Account Managers.
  • Create and deliver internal content to promote knowledge sharing best practices and expand team educational opportunities.
  • Provide thought leadership and guidance on internal initiatives to improve the customer and employee experience.
• Strategic Planning and Reviews:
  • Provide key insights in sales and services growth planning sessions.
  • Conduct quarterly onsite or virtual reviews and roadmap discussions.
  • Accelerate customers business priorities and operational objectives through analyses of environment roadmap and IT initiatives.
• Customer Asset Management:
  • Hold extended team members accountable to ensure all customer assets are tracked and maintained in internal databases.
  • Develop and maintain a thorough understanding of customer environments to identify and mitigate risks playing a key role in driving risk mitigation to completion.

WHAT YOU BRING

• Proven experience in a customer-facing role within the technology or data storage industry orchestrating large complex strategic accounts.
• Possesses strong project management skills capable of coordinating multiple projects and resources effectively to meet tight deadlines and deliver successful outcomes.
• Excellent executive-level communication skills and the ability to manage stakeholder relationships effectively.
• Deep understanding of Pure Storage products and services or the ability to quickly learn and apply this knowledge.
• Strong analytical skills and the ability to conduct risk analyses capacity planning and other strategic reviews.
• Ability to influence and collaborate across various internal teams and drive customer-inspired solutions.
• Expertise in mentoring and guiding junior team members.