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Job Description
This role involves managing customer accounts by providing technical support, system health monitoring, and strategic guidance to ensure customer satisfaction and maximize the value of Pure's storage solutions. The position requires collaboration with internal teams and customers to resolve incidents, support sales opportunities, and build long-term relationships in a fast-paced tech environment.
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 improvement.
- Collaborate with internal teams and stakeholders to understand business strategies and support sales opportunities.
- Manage account information, including installed base, service contracts, and billing accuracy.
- Lead and facilitate business reviews with customer executives and operational teams.
- Proactively identify and resolve potential system issues to ensure high availability.
- Coordinate escalation processes and drive resolution through stakeholder collaboration.
- Support contract renewals, upselling, and gather customer feedback to enhance service value.
- Participate in process improvements and internal initiatives to enhance service delivery.
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 technologies like server, operating systems, virtualization, and networking.
- Hands-on experience with installation, upgrade, expansion, or developing test environments for storage solutions.
- Experience with FlashArray and FlashBlade storage 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 outsourcing.
- Knowledge and experience with enterprise storage solutions, including understanding of their features, deployment, and operation.
- Experience with infrastructure-related tasks such as implementation, upgrades, and environment verification, especially involving FlashArray and FlashBlade products.
- Knowledge of cloud, security, and data platform technologies such as containers and orchestration solutions.
- At least 3 years of experience in enterprise infrastructure operation management or related roles in SIer or vendor organizations.
- 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.
- 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 domestic APJ regions, and influence cross-functionally in a matrix environment.
- Proficiency in Japanese at a native level and business-readable English, with a willingness to improve language skills.
- Proactive, outgoing, and result-oriented mindset with the ability to work independently and as part of a team.
- 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.
- Ability to communicate effectively with business stakeholders and technical teams in English and Japanese.
- Demonstrated ability to establish and maintain long-term customer relationships (preferably over 12 months).
- Logical and critical thinking skills, with a self-disciplined professional attitude.
- Ability to understand the purpose and significance of various tasks and to focus on results.
- Willingness to participate in organizational initiatives and contribute to process improvements.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
Opportunities for growth and development
Supportive and inclusive work environment
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