Job Description
BE PART OF BUILDING THE FUTURE.What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions. Pure is blazing trails and setting records:For ten straight years, Gartner has named Pure a leader in the Magic Quadrant Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globallyIndustry analysts and press applaud Pure’s leadership across these dimensionsAnd, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we goIf you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.BE PART OF BUILDING THE FUTURE. Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.Our mission? Deliver a simple, evergreen data platform that enables everyone to turn data into intelligence and advantage. The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one.The world is experiencing a revolution driven by next-generation technology like AI, machine learning, virtual reality, quantum computing, and self-driving cars—all of which require unprecedented amounts of data. This sets the stage for Pure’s technology to grow exponentially in the coming years. We’ve only scratched the surface of our ambitions, and as we continue to gobble up market share, we’re blazing trails and setting records:For five straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays. Our customer-first culture and unwavering commitment to innovation have earned us a Satmetrix Net Promoter Score in the top 1% of B2B companies globally.Pure puts a premium on the future, investing 26% of revenue into R&D.If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark. SHOULD YOU ACCEPT THIS CHALLENGE… A key member of the Pure Customer Success, the Service Account Manager (SAM) supports our largest and most strategically important customers.You will be assigned to and responsible for a specific area, region, or division with site locations as specified in account service plan, builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction. Individual leverages various Pure resources to ensure incident resolution, drives proactive activities promoting system health and customer satisfaction. Provides detailed customer reporting using a cross section of services tools and applications. Collaborates with Pure account teams to understand the business strategy and supports sales opportunities. The individual will be responsible for basic account management as either part of a larger SAM team or for a customer(s) with smaller install bases. Principal Duties & ResponsibilitiesFunctions as the single point-of-contact for service activities, educates the customer on Pure service delivery, tools and interfaces.Communicates relevant service updates and recommendations to both internal account team & external customers to ensure a level of compliance and performanceCollaborates with Pure resources and customer during escalationsLeverages phone home data analysis and other on premise data metrics to provide customer environment insightAccountable for Change control management to ensure stability of environmentsWorks with the customer to proactively identify and resolve potential issues to achieve high system availabilityWorks with the support team, engineering, and other Pure divisions to address any occurance of customers technical issues related to Pure's products.Attends customer site as required by the customers and account teamProvides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancementsLeads preparation for customer quarterly business reviewInteracts regularly with the operations team at the customer site WHAT YOU’LL NEED TO BRING TO THIS ROLE… Technical expertise in IT Infrastructure and storage technology especially Flash based NAS/SAN.Good understanding of technology ecosystem, software development life-cycle, and generic IT and industry knowledge (especially in Telco and Financial industry)Builds relationships and effective networksAbility to influence cross functionally and in a matrix environmentStrong communication skills (written, verbal and listening)Complex problem solving skillsCollaboration across teamsPossesses operational command of the businessPossesses strong product/technology/industry knowledgeEducation & Experience RequiredBachelors (Non – Technical)ITIL Foundation (desired)15+ years relevant experience (customer facing, large accounts, industry related) BE YOU—CORPORATE CLONES NEED NOT APPLY. Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey. Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants. And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. PURE IS COMMITTED TO EQUALITY.Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire. If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops@purestorage.com. APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.DEEMED EXPORT LICENSE NOTICE.Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.
