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Job Description
This role involves managing and supporting enterprise storage solutions, ensuring customer satisfaction through proactive system health activities, incident resolution, and strategic account management, while collaborating with internal teams and customers to maximize the value of Pure's products and services.
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 health.
- Analyze customer environment data to identify issues and opportunities for system optimization.
- Collaborate with internal teams and stakeholders to understand business strategies and support sales opportunities.
- 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.
- Lead and facilitate business reviews with customer executives and operational planning discussions.
- Coordinate escalation processes and drive resolution through stakeholder collaboration.
- Support long-term customer relationships through on-site visits and system engagement.
- Contribute to contract renewals, upselling, and gathering customer feedback to enhance service value.
Requirements
- Technical expertise in Enterprise Storage products, including key features and solutions, general technology like NAS, SAN, File Block data, and close technology like server, OS, virtualization, network, and related infrastructure technologies.
- Hands-on experience with installation, upgrade, expansion, or developing test environments for storage solutions such as FlashArray and FlashBlade.
- Experience in critical infrastructure technologies like 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 FlashArray, FlashBlade, or other enterprise storage solutions, including understanding of their features, deployment, and operation.
- Experience with infrastructure-related tasks such as implementation, upgrades, and verification environment setup involving enterprise storage products.
- Knowledge of cloud, security, and data platform-related technologies such as containers and orchestration solutions.
- At least 3 years of experience in enterprise infrastructure operation management or working as part of a SIer or vendor involved in such activities.
- Proficiency in strong communication skills including facilitation, negotiation, conflict management, and assertive communication.
- Excellent task management and project driving skills to ensure planned objectives are achieved.
- Strong problem-solving skills with experience in resolving complex issues.
- Ability to build effective relationships and networks with internal and external stakeholders, including cross-functional influence in a matrix environment.
- Proactive and outgoing attitude with a focus on objective-based, result-oriented work ethic.
- Self-disciplined professional with the ability to work independently and collaboratively.
- Bachelor’s degree (non-technical) 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 work, and building long-term relationships.
- Business-level proficiency in English, capable of reading and writing, with a willingness to improve language skills.
- Native Japanese language skills.
- Ability to understand the purpose, reasons, and objectives of various tasks and to focus on results.
- Logical and rational thinking skills.
- Autonomous and disciplined work style with professional communication and collaboration skills.
- Willingness to participate in long-term customer engagement (12 months or more) and maintain good relationships with clients.
- Ability to communicate effectively with overseas stakeholders and escalate issues when necessary.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
Opportunities for growth and development
Inclusive and diverse work environment
Support for work-life balance
Ready to Apply?
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