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Job Description
The Senior Service Account Manager is responsible for managing customer relationships, supporting post-sales activities, and ensuring successful deployment and operation of Pure Storage products for large, strategic accounts, acting as a trusted advisor and driving customer satisfaction and business growth.
Key Responsibilities
- Manage and enhance customer relationships, focusing on post-sales and support activities
- Drive large, complex customer engagements across multiple product lines and solutions
- Coordinate and communicate support escalations, incident tracking, and issue resolution
- Own the overall customer service delivery, including inventory management, support, and training
- Manage and coordinate product implementations, migrations, and capacity planning
- Advocate for customer requirements in product development and collaborate on new opportunities
- Share knowledge of products and mentor team members to improve internal expertise
- Conduct strategic reviews, risk analyses, and provide insights for growth planning
- Track and maintain customer assets, ensuring risk mitigation and environment understanding
Requirements
- Proven experience in a customer-facing role within the technology or data storage industry, orchestrating large, complex strategic accounts.
- Possesses strong project management skills, capable of coordinating multiple projects and resources effectively to meet tight deadlines and deliver successful outcomes.
- Excellent executive-level communication skills and the ability to manage stakeholder relationships effectively.
- Deep understanding of Pure Storage products and services, or the ability to quickly learn and apply this knowledge.
- Strong analytical skills and the ability to conduct risk analyses, capacity planning, and other strategic reviews.
- Ability to influence and collaborate across various internal teams and drive customer-inspired solutions.
- Experience in managing and nurturing customer relationships, including post-sales and support activities.
- Ability to serve as a trusted advisor, advocate, and subject matter expert for customers.
- Experience in driving large, complex customer engagements across multiple product lines, functions, and solutions.
- Willingness and ability to travel periodically to customer sites, with travel requirements up to 30% in EMEA and APJ regions, and up to 15% on average for AMS.
- Ability to establish and maintain strong relationships with customers, acting as their primary point of contact.
- Experience in coordinating and communicating support escalations, incident tracking, problem identification, and issue resolution.
- Ability to orchestrate and drive high-severity issues to completion, including engaging outside of normal business hours and ramping up backup team members as needed.
- Experience in managing service delivery, including inventory management, support engagements, and customer training opportunities.
- Experience in managing and coordinating product implementations within prescribed change control windows, including risk analyses, deployments, migrations, capacity planning, and expansions.
- Ability to advocate customer requirements for product features and functionalities, and collaborate with internal teams to identify new opportunities and solutions.
- Deep knowledge of customer environments to identify and mitigate risks, and develop risk mitigation strategies.
- Experience in developing, maintaining, and sharing knowledge of products and services, and guiding and mentoring team members.
- Ability to provide strategic insights in sales and service growth planning sessions, including conducting quarterly reviews and roadmap discussions.
- Strong understanding of customer asset management, ensuring all customer assets are tracked and maintained in internal databases.
- Deep industry-level expertise in the data storage or technology sector, with the ability to quickly learn and apply knowledge of Pure Storage products and services.
- Demonstrated ability to influence and collaborate across various internal teams to deliver a holistic customer experience.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
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