Service Account Manager

**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. **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. **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 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 - Attends customer site occasionally (at least once per quarter) or as appropriate - 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 - Assists in ensuring accuracy of service maintenance contracts billing **WHAT YOU'LL NEED TO BRING TO THIS ROLE...** - Technical expertise in Flash Array technology. - Builds relationships and effective networks in APJ - Ability to influence cross functionally and in a matrix environment - Strong communication skills (written, verbal and listening) - Complex problem solving - Collaboration - Possesses operational command of the business - Possesses strong product/technology/industry knowledge - Education & Experience Required - Bachelors (Non - Technical) - ITIL Foundation (desired) - 5 years relevant experience (customer facing, large accounts, industry related) **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 cele