Service Delivery Manager
Pure StorageDublin, County Dublin
Full Time
Posted January 25, 2025
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Job Description
The Service Delivery Manager will act as the primary representative for Pure Storage's support organization in a designated region, ensuring customer success by managing relationships, addressing escalations, and delivering support presentations. This role requires extensive experience in account and escalation management, with a focus on providing exceptional customer service in high-stress situations.
Key Responsibilities
- Serve as the primary representative for the Pure support organization in the region.
- Deliver support presentations and incident reports to customers.
- Act as a trusted support adviser for internal and external customers.
- Advocate for customer needs and ensure their voice is heard across organizations.
- Solicit feedback on the overall Pure experience and channel it to the support organization.
- Manage customer and ASP escalations and expectations.
- Take ownership of crises and coordinate with cross-functional teams for resolution.
Requirements
- Extensive experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- Experience in Account Management, Escalation Management, and Technical Industry.
- Proven ability to establish ownership and manage critical escalations from initial report to closure.
- Critical Incident Management experience required.
- Strong written, verbal, and presentation skills, including the ability to deliver technical Incident Reports and Root Cause Analysis documents.
- Ability to work effectively in high-stress situations and engage with vital and strategic accounts at all levels.
- Willing and able to travel throughout the Region as needed to support internal and external customers.
- Ability to be flexible for this role as it will require occasional work outside of standard working hours and weekend work hours.
Benefits & Perks
flexible time off
wellness resources
company-sponsored team events
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