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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 optimize the value of storage products and services.
Key Responsibilities
- Build and maintain relationships with customers to ensure satisfaction and support.
- Act as the primary point of contact for service activities and educate customers on Pure services and tools.
- Provide regular service reviews and updates on account status, incident resolution, and system health.
- Analyze customer environment data to identify issues and provide insights and recommendations.
- Collaborate with internal teams and stakeholders during escalations to drive resolution.
- Manage account information, including installed base, service contracts, and billing accuracy.
- Conduct business reviews with customer executives, discussing operational plans and tracking action items.
- Support proactive activities to maintain system health and minimize risks.
- Participate in and contribute to process improvements and organizational initiatives.
- Support contract renewals, upselling, and gather customer feedback to enhance service value.
Requirements
- Technical expertise in Enterprise Storage products, 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.
- Knowledge and experience with enterprise storage solutions, including understanding of their functions, deployment, and operation.
- Experience in infrastructure-related tasks such as implementation, upgrades, and verification environment setup.
- Knowledge of cloud, security, and data platform technologies such as containers and related solutions.
- At least 3 years of experience in enterprise infrastructure operation and management or as a managed service provider.
- Strong communication skills, including facilitation, negotiation, conflict management, and assertive communication.
- Strong task management and project-driving skills to ensure tasks and projects move forward as planned.
- Strong problem-solving skills and experience with complex issues.
- Ability to build effective relationships and networks with internal and external stakeholders, including domestic APJ teams, and influence cross-functionally in a matrix environment.
- Proactive and outgoing attitude with a result-oriented approach.
- Self-disciplined professional with the ability to work independently and as part of a team.
- Excellent logical and critical thinking skills.
- Ability to communicate effectively in Japanese (native level) and English (business readable and writable), with a willingness to improve language skills.
- Bachelor’s degree (non-technical degree acceptable).
- 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.
- Proficiency in English at a business level, including reading and writing, with a willingness to improve.
- Ability to understand the purpose and significance of tasks and to focus on results.
- Autonomous work style with logical and rational thinking processes.
- Professionalism and ability to collaborate smoothly with others, including raising opinions and resolving uncertainties proactively.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
Opportunities for growth and development
Supportive and inclusive work environment
Ready to Apply?
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