Account Services Manager - 3

at  Pure Storage

SHOULD YOU ACCEPT THIS CHALLENGE…

Pure Storage is actively seeking Customer Success Manager to drive customer satisfaction, strengthen customer relationships and build trusted advisor relationships by personalizing their customer’s Evergreen//One experience.
This role includes responsibilities for Customer Success activities which include on-boarding, support, services, adoption, training, advocacy, retention, etc. and outcomes renewals, up-sell, cross-sell, reference-ability, customer satisfaction, adoption, consumption, customer engagement, etc.
You will be the customer advocate, trusted advisor and Storage subject matter expert by bridging communication and effort into the various business functions (Engineering, Product Management, Finance, Marketing, Support, Sales, Executive Leadership).
By engaging with customers, Pure Partners & Distributors and internal stakeholders to align Pure Storage technology with business and technical needs, you will provide enterprise-level, white-glove service and support to ensure successful deployment, delivery and value realization of the Evergreen//One. You will be responsible for defining key metrics for success and building the processes, systems, programs, and tools to ensure that we deliver customer growth for some of Pure Storage’s largest customers: Fortune 100’s, Global Service Integrators (GSIs) and Channel Partners.
You will have a deep understanding of customer’s business challenges and objectives as well as their technical environment, in order to deliver effective solutions to both technical and non-technical end-users while also supporting a wide range of technologies and cloud deployments.
Responsibilities:

IN THIS ROLE YOU’LL…

Develop a deep (strategic and operational) understanding of a customer’s business priorities, operational model/objectives, data center environment, data center architecture/roadmap, implementations, business priorities and IT initiatives
Establish, own and drive strategic, operational, risk and growth management reviews as they relate to hardware / service delivery, deployments, migrations, capacity planning & expansions.
Own the overall post-sales service delivery relationship with key customers with complete responsibility for total customer experience within your accounts. You will be required to own and drive service value delivery, issues management, escalations and resolution.
Deliver monthly and quarterly business reviews to align business and technical goals across multiple stakeholders e.g. customers, partners, GSIs, ASPs and multiple functions across Pure Storage.
Act as a customer advocate and effective conduit into various internal cross-functional teams, including Sales, Support, Engineering, Product Management, Legal, Finance and Executive leadership.
Establish yourself as a trusted advisor, advocate and subject matter expert to support the Evergreen//One subscription program internally and externally.
Must be able to exercise excellent judgment in a high-performing, high-growth environment while paying extremely close attention to detail and keeping the bigger picture in view.
Develop a deep understanding and knowledge of Pure’s products and services.
Participate in Executive Briefing Committee discussions, Sales Account Strategy & Growth planning, Technical and Support troubleshooting and triaging.
Up to 25% travel to visit customers as needed
Qualifications:

WHAT YOU’LL NEED TO BRING TO THIS ROLE…

Native level of English
5+ years’ experience in customer-facing, relationship management role. Prior experience in TAM, CSM, Professional Services, and Sales Engineering (or similar) roles preferred
5+ years’ experience in an enterprise data center environment, ideally with a leading IT infrastructure or software vendor, with a strong understanding of enterprise account technical management
Previous experience in IT Storage
Must be located in EMEA within a reasonable radius to support regular (on-site) customer visits as needed
Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships.
Ability to scale from technical engagements and guidance to mid-level IT management interaction.
Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders. ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms, reports and presentations to executives within Pure and customer organization.
Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level.
Willingness and ability to travel (occasionally at short notice), provide after hours and weekend on-call support as needed to support maintenance activities.
Ability to adapt to, define and influence within a new business line where policies, process and operations are in early stages of development.
Bachelor’s Degree in Computer Science, Engineering or related field, or equivalent technical experience is required