Service Account Manager Product Advisor

Pure Storage

Tokyo, Japan

Full Time

Posted April 1, 2026

Not Specified

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Job Description

The Service Account Manager (SAM) is responsible for enhancing customer experience by providing strategic support, technical guidance, and proactive management of Pure Storage solutions to ensure system health, customer satisfaction, and business growth.

Key Responsibilities

Serve as the primary point of contact for all service activities, supporting and educating customers to maximize operational efficiency and self-sufficiency.
Lead regular operational and business reviews with customer executives to ensure system health, mitigate risks, and maintain high system availability.
Coordinate technical escalations by assembling and leading cross-functional teams to ensure rapid resolution of complex issues.
Partner with sales teams to align service delivery with customer business goals, supporting contract renewals and identifying expansion opportunities.
Contribute to internal process improvements and initiatives to enhance service delivery and the health of the installed base.
Manage customer environment data, analyze system status, and provide insights and recommendations to optimize customer operations.
Build and maintain long-term relationships with customers through onsite visits and ongoing engagement.
Handle escalations by facilitating stakeholder collaboration and driving resolution efforts.
Conduct business reviews with customer leadership, discussing operational strategies and progress on action items.
Support and manage the installation base, including contract and billing status, and assist with system upgrades and maintenance.

Requirements

Deep hands-on experience in enterprise IT infrastructure, encompassing storage solutions, container platforms such as Kubernetes, and operational automation via scripting or ITSM integrations.
Native-level Japanese and business-level English written and verbal communication skills, enabling seamless collaboration between local Japanese customers and international APJ teams.
Over 3 years of experience in enterprise infrastructure operations management or as part of a System Integrator (SIer) or vendor involved in infrastructure deployment, upgrades, and testing environments.
Knowledge and experience with FlashArray, FlashBlade, or enterprise storage solutions, including understanding of their features, configuration, and operation.
Experience with infrastructure-related hands-on tasks such as implementation, upgrades, and verification environment setup; familiarity with storage product knowledge and operational experience is preferred.
Experience with data management, workflow orchestration, and automation platforms such as Kubernetes, virtual infrastructure, ITSM integrations, scripting, or low-code tools, with practical experience in automation or related tasks.
Ability to manage complex projects and tasks with a result-oriented mindset, focusing on building long-term professional relationships and solving difficult technical problems.
Experience in managing customer environments, including on-site support, long-term relationship building, and operational activities such as regular operational reviews, data analysis, and risk management.
Ability to facilitate, negotiate, and manage conflicts effectively, influencing stakeholders in a matrixed environment and bridging technical and executive perspectives.
Willingness to work primarily from the Tokyo office in accordance with company policies, unless on PTO, travel, or other approved leave.