Global Strategic Account Service Director

Pure Storage

Lehi, Utah

Full Time

Posted May 8, 2026

$100k - $200k

Not Specified

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Job Description

The role involves leading global enterprise customer accounts by managing the end-to-end customer experience, coordinating cross-functional teams, and driving strategic innovation to enhance customer loyalty, retention, and business value.

Key Responsibilities

Drive mutual innovation and measurable value creation for strategic enterprise accounts
Manage end-to-end customer experience and execute integrated account plans to maximize loyalty and revenue
Lead global cross-functional teams to ensure high-quality service delivery and resolve escalations
Design and implement the customer lifecycle and relationship roadmap, integrating customer requirements into product and engineering roadmaps
Manage account profitability, retention strategies, and service adoption to achieve high CSAT, NPS scores, and renewal rates
Establish and communicate success metrics for strategic accounts using data-driven insights

Requirements

Proven ability to build and manage influential partnerships at the C-suite level, acting as a trusted advisor to global enterprise organizations.
Expert-level skill in leading diverse, indirect teams including Sales, Engineering, Finance, and Support to achieve unified customer outcomes in a fast-paced environment.
Proficiency in managing account profitability, identifying revenue opportunities, and translating technical service delivery into tangible business value for the customer.
Deep experience in designing service delivery models, lifecycle management, and continuous improvement activities to resolve complex organizational challenges.
Ability to serve as the single point of accountability for the end-to-end customer experience, partnering with Sales to execute 3-year integrated account plans that maximize customer loyalty and wallet share.
Experience in orchestrating a dedicated global team of Service Account Managers, Engineers, and Customer Success Managers to ensure high-quality, consistent service delivery and proactive resolution of high-level escalations.
Ability to architect the service-focused vision and relationship roadmap, championing customer requirements directly into Engineering and Product roadmaps to drive account-based innovation.
Experience in managing account-level profitability and retention strategies, maintaining World Class CSAT and NPS scores, and targeting 100% renewal rates through value-add service adoption.
Ability to own and communicate the success index for strategic accounts to senior executive leadership, utilizing data-driven insights to establish a customer-centric culture.
Deep operational experience in designing service delivery models, lifecycle management, and continuous improvement activities to resolve organizational challenges.
Proficiency in working primarily in an in-office environment at the Santa Clara or Lehi office, in compliance with company policies.
Educational or professional background demonstrating experience in customer service, account management, or related fields (implied by the seniority and responsibilities, though not explicitly specified).