Senior Service Account Manager

We’re 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 work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

Senior Service Account Manager (IC5)

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...

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.

Key Responsibilities:

• Customer Relationship Management:
• Drive and nurture customer relationships, accountable for post-sales and support activities. At ease working in a matrixed 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 Pure’s 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 Pure's 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 Pure’s 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.

Qualifications:

• 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.

• Ability to create and maintain knowledge documents to expand content repositories

• Bachelor’s degree or equivalent work experience.
• ITIL, Pure Storage DSA, PMP desired.
• 8+ years relevant experience (customer-facing, large accounts, industry related)
• Ability to work independently and play a team-leadership role with peers to achieve business objectives.

APJ Requirements:

• Technical expertise in one of the areas of IT Infrastructure: storage technology, Cloud infrastructure, system or platform engineering, Flash Array technology and wide area of IT general knowledge (software and hardware).

12+ years relevant experience (customer-facing, large accounts, industry related)

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 Fortune's Best Large Workplaces in the Bay Area™, Fortune's 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 purebenefits.com 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 TA-Ops@purestorage.com if you’re invited to an interview.

WHERE DIFFERENCES FUEL INNOVATION:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s 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. At Pure Storage, diversity, equity, inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.​ 

Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities. We also encourage you to apply even if you feel you don’t match all of the role criteria. If you think you can do the job and feel you’re a good match, please apply.