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Job Description
This role involves managing and supporting customer accounts by providing technical expertise, ensuring system health, resolving incidents, and fostering strong client relationships within the data storage and infrastructure industry.
Key Responsibilities
- Build and maintain relationships with customers to ensure satisfaction and support.
- Provide incident resolution and system health monitoring using various tools and resources.
- Conduct regular service reviews and report on account status, risks, and system upgrades.
- Collaborate with account teams to understand business strategies and support sales opportunities.
- Manage account activities including change control, billing accuracy, and contract renewals.
- Lead communication and coordination during escalations to resolve issues effectively.
- Operate and analyze customer environments to identify insights and provide recommendations.
- Participate in on-site visits and build long-term relationships with customer teams.
- Support proactive activities to maximize customer value and system availability.
- Contribute to process improvements and internal initiatives to enhance service delivery.
Requirements
- Technical expertise in Data Management on Containers, Kubernetes platforms, workflow orchestration, automation platforms (e.g., ITSM integrations), or operational automation using scripts or low code tools.
- Hands-on experience with installation, upgrade, expansion, or developing test environments.
- Experience with FlashArray and FlashBlade 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.
- Knowledge and experience with enterprise storage solutions such as FlashArray, FlashBlade, or similar storage systems, including understanding of their functions, deployment, and operation.
- Experience with infrastructure-related tasks such as implementation, upgrades, and verification environment setup.
- Knowledge of cloud, security, and data platform technologies related to data management.
- At least 3 years of experience in enterprise infrastructure operation management or working as part of SIer or vendor teams managing IT infrastructure.
- Experience with on-site customer operational team involvement or managed service delivery for IT infrastructure management is preferred.
- Strong communication skills including facilitation, negotiation, conflict management, and assertive communication.
- Strong task management and project-driving skills to ensure planned objectives are achieved.
- Excellent problem-solving skills with experience handling complex 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.
- Proactive and outgoing attitude with a focus on results and objective-based approach.
- Self-disciplined professional with logical and critical thinking skills.
- Ability to understand the purpose, reasons, and objectives of tasks and to prioritize accordingly.
- Ability to work autonomously and demonstrate professionalism in collaboration.
- Willingness to communicate openly, raise questions, and resolve issues promptly.
- Bachelor’s degree (non-technical degree acceptable).
- ITIL Foundation or Project Management certification is desired.
- Minimum of 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) with willingness to improve.
- Native Japanese language skills.
- Proactive, result-oriented, and able to act with a forward-looking perspective.
- Self-disciplined with logical and rational thinking processes.
- Ability to collaborate smoothly with others and demonstrate professionalism.
- Experience in maintaining good relationships with clients over a period of 12 months or more.
Benefits & Perks
Competitive salary and compensation package (implied by industry standards and role seniority)
Work environment perks such as flexible time off, wellness resources, and company-sponsored team events
Opportunities for growth and development within a supportive team culture
Long-term relationship building with clients (implying stability and career advancement)
Inclusion and accessibility accommodations for candidates with disabilities
Ready to Apply?
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