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. 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 YOU’LL DO 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 Manage ... (truncated, view full listing at source)