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Job Description
This role involves managing and supporting enterprise storage solutions, ensuring customer satisfaction through proactive system monitoring, incident resolution, and strategic account management. The position requires technical expertise in storage technologies and strong communication skills to build long-term client relationships and support business growth.
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 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 opportunities for improvement.
- Collaborate with internal teams and stakeholders to resolve escalations and drive resolution.
- Manage account information, including installed base, service contracts, and billing accuracy.
- Conduct business reviews with customer executives and facilitate operational discussions.
- Support proactive activities to maximize customer value and system availability.
- Assist in contract renewals, upselling, and gathering customer feedback for service improvement.
- 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 technology like server, operating systems, virtualization, and network.
- 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 operation outsourcing.
- Knowledge and experience with enterprise storage solutions, including understanding of their features, deployment, and operational management.
- Experience in infrastructure-related tasks such as implementation, upgrades, and verification environment setup.
- Familiarity with cloud, security, and data platform technologies such as containers and orchestration solutions.
- At least 3 years of experience in enterprise infrastructure operation and management, or experience working as a SIer or vendor involved in such activities.
- Ability to communicate relevant service updates and recommendations to internal account teams and external customers to ensure compliance and performance.
- Ability to function as the single point-of-contact for service activities, educate customers on Pure service delivery, tools, and interfaces.
- Experience providing monthly and quarterly service reviews to proactively inform customers of account status, ongoing activities, risk mitigation, incident resolution, and progress of upgrades and enhancements.
- Ability to leverage phone home data analysis to provide insights into customer environments.
- Responsibility for change control management to ensure environment stability.
- Proactive identification and resolution of potential issues with customers to achieve high system availability.
- Management of accurate customer installed base data and assistance in ensuring the accuracy of service maintenance contracts billing.
- Establishment of collaboration and coordination frameworks among stakeholders during escalations to drive resolution.
- Leading business reviews with customer executives, providing key content, facilitating operational discussions, and tracking action items.
- Regular interaction with customer operations teams, including occasional on-site visits to customer data centers.
- Responsibility for achieving contract renewal and upsell targets based on service value, and obtaining excellent feedback from key accounts.
- Participation and contribution to internal process improvements and virtual initiatives.
- Support for maximizing customer value from Pure products through multi-faceted ongoing assistance.
- Operation of operational review meetings, providing key content, discussing operational plans, and managing action item progress.
- Analysis of customer environment data to provide useful operational insights.
- Documentation of events and issues throughout the operational period for historical reference and discussion with customers.
- Proactive discussion and proposal of risk scenarios and operational recommendations based on customer environment analysis.
- Management and support of install base and billing status, especially related to maintenance contracts.
- Establishment of appropriate escalation procedures and stakeholder collaboration to drive issue resolution.
- Conducting business reviews with customer senior management, including operational content, strategic discussions, and action tracking.
- Building and maintaining long-term customer relationships through on-site visits and limited system work at customer data centers as needed.
- Responsibility for service contract renewal and expansion based on customer satisfaction and perceived value.
- Participation in organizational initiatives to improve efficiency and effectiveness.
- Technical knowledge of enterprise storage solutions, including product features, deployment, and operational management.
- Experience with infrastructure technologies such as cloud, cybersecurity, and container orchestration solutions.
- Minimum of 3 years of experience in enterprise infrastructure operation, management, or related roles, including on-site customer engagement or managed service experience.
- Strong communication skills, including facilitation, negotiation, conflict management, and assertive communication.
- Excellent task management and project driving skills to ensure planned outcomes.
- Strong problem-solving skills for complex issues with proven experience.
- Ability to build effective relationships and networks with internal and external stakeholders across functions and regions, influencing cross-functional teams.
- 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 with large accounts, industry-related experience, and long-term relationship building.
- Business-level proficiency in English (reading and writing) and native Japanese language skills.
- Proactive, outgoing, result-oriented, self-disciplined, and professional attitude.
- Logical and critical thinking skills.
- Ability to work autonomously and demonstrate professionalism in team settings.
- Willingness to communicate openly, resolve uncertainties, and contribute to team discussions.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
Opportunities for growth and development
Supportive and inclusive work environment
Long-term relationship building with clients
Participation in virtual initiatives and process improvements
Accommodations for candidates with disabilities
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