Service Account Manager, Portworx
Pure StorageBangalore, India
Full Time
Posted February 26, 2026
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Job Description
The role involves managing the service relationship and operational health of strategic customer accounts in a tech company specializing in data storage, with a focus on escalation management, customer success, and cross-functional collaboration to ensure high-quality service delivery.
Key Responsibilities
- Own the service relationship and operational health of strategic customer accounts
- Lead high-severity incident escalations and ensure timely resolution
- Conduct regular service reviews and present performance metrics to stakeholders
- Maintain dashboards tracking case health, aging, and recurring issues
- Identify systemic risks and implement proactive mitigation strategies
- Act as the primary escalation point for executive stakeholders
- Collaborate with cross-functional teams to drive resolution and process improvements
- Participate in root cause analysis and support environment optimization education for customers
Requirements
- Six (6) years of experience in escalation management, technical account management, service delivery, or enterprise technical support.
- Demonstrated ability to lead high-severity incidents and manage executive-level communications.
- Understanding of Kubernetes, cloud-native platforms, and enterprise storage environments.
- Proven experience managing strategic or enterprise customer accounts.
- Exceptional communication skills with the ability to translate complex technical issues for both technical and non-technical audiences.
- Strong analytical skills to identify trends, risks, and recurring issue patterns.
- Ability to influence cross-functional teams without direct authority.
- Experience collaborating with cross-functional teams.
- Strong organizational and project management skills with the ability to manage multiple high-priority situations simultaneously.
- Customer-first mindset with a proactive, solutions-oriented approach.
- Full-time Bachelor’s degree or equivalent experience.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
Recognition as Fortune's Best Workplaces in Technology and Bay Area
Certified as a Great Place to Work
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