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Job Description
This role involves managing and supporting enterprise storage solutions, ensuring customer satisfaction through proactive system health monitoring, incident resolution, and strategic account management, while collaborating with internal teams and customers to maximize the value of Pure's data storage products.
Key Responsibilities
- Build and maintain relationships with customers to ensure satisfaction and support.
- Serve as the primary point of contact for service activities and educate customers on Pure service delivery, tools, and interfaces.
- Provide regular service reviews and updates on account status, incident resolution, and system upgrades.
- Analyze customer environment data to identify issues and opportunities for system health improvement.
- Manage change control processes to ensure environment stability.
- Proactively identify and resolve potential issues to maximize system availability.
- Assist in managing customer installed base and billing accuracy for service contracts.
- Coordinate and collaborate with stakeholders during escalations to drive resolution.
- Conduct business reviews with customer executives, discussing operational plans and tracking action items.
- Participate in on-site visits to customer data centers and maintain long-term relationships.
- Support contract renewals, upselling, and gather customer feedback to enhance service value.
- Contribute to process improvements and internal initiatives to increase efficiency.
Requirements
- Technical expertise in Enterprise Storage product, including key features and solutions, with general technology knowledge such as NAS, SAN, File Block data, and close technology like server, OS, virtualization, and network.
- Hands-on experience with installation, upgrade, expansion, or developing test environments for storage solutions.
- Experience with FlashArray and FlashBlade products is a good plus.
- Knowledge of critical infrastructure technologies such as Cloud, Cyber-security, or Containerization and orchestration solutions.
- At least 3 years of experience directly engaging with enterprise IT infrastructure operation.
- Experience in IT infrastructure operation and management as an on-site member of the customer’s operations team or through managed services operation outsourcing.
- Strong communication skills including facilitation, negotiation, conflict management, and assertive communication.
- Strong task management and project-driving skills to ensure planned objectives are achieved.
- Strong complex problem-solving skills and experience in resolving difficult issues.
- Ability to build effective relationships and networks with internal and external stakeholders, including domestic APJ regions, and influence cross-functionally in a matrix environment.
- Bachelor’s degree or equivalent educational background.
- ITIL Foundation or Project Management certification is desired.
- At least 5 years of relevant experience in customer-facing roles, managing large accounts, industry-related experience, and building long-term relationships.
- Business-level proficiency in English (reading and writing) and native Japanese language skills.
- Proactive, outgoing, and result-oriented mindset with a focus on objectives.
- Self-disciplined professional with logical and critical thinking skills.
- Ability to work as part of a team with professionalism, actively participate in meetings, and communicate opinions or issues effectively.
- Ability to understand the purpose and significance of tasks and to act with initiative and autonomy.
- Willingness to keep improving language skills and technical knowledge.
- Ability to analyze customer environments using internal tools and provide detailed reports and recommendations.
- Responsibility for managing and ensuring the accuracy of customer installed base and service contracts billing.
- Ability to lead or participate in business reviews with customer executives, providing key content, facilitating discussions, and tracking action items.
- Ability to operate and maintain long-term customer relationships through onsite visits and ongoing communication.
- Experience with escalation management and establishing collaboration frameworks among stakeholders to drive resolution.
- Responsibility for contract renewal, upselling, and obtaining positive feedback from key accounts.
- Ability to analyze system health and customer data to proactively identify potential issues and risks, and to provide strategic recommendations.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
Opportunities for growth and development
Inclusive and diverse work environment
Strong team culture
Support for work-life balance
Ready to Apply?
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