Service Account Manager at Pure Storage

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Advocacy, Incident Management, Proactive Engagement, Reporting, Business Reviews, Change Management, Collaboration, Complex Problem Solving, Advanced Communication, Technical Expertise, Relationship Building, Influencing Skills, Operational Command, ITIL Foundation, Cross-Functional Coordination, Analytical Skills

Industry

IT Services and IT Consulting

Description

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE As a key member of the Pure Customer Success organization, the Service Account Manager (SAM) supports some of Pure’s most strategically important customers. Assigned to a specific area, region, or division, the SAM plays a critical role in ensuring exceptional service delivery and building strong, trust-based relationships. This role focuses on the overall customer experience and satisfaction by leveraging professional expertise and company resources to address complex issues and drive proactive initiatives that maintain system health. The SAM applies in-depth evaluation and judgment to analyze customer data and situations, resolve incidents, and support Pure account teams in aligning customer strategies with business objectives. They may serve as part of a larger SAM team or independently manage accounts with smaller install bases. WHAT YOU'LL DO Customer Advocacy: Acts as the primary point of contact for service activities and serves as a trusted advisor on support services. Incident Management: Coordinates resources and actions to ensure timely incident resolution and escalations management. Proactive Engagement: Uses analytical tools to provide insights into customer environments, identify risks, and recommend enhancements to achieve system stability and high availability. Reporting: Delivers monthly and quarterly reports detailing account status, service activities, and recommendations for continuous improvement. Business Reviews: Leads customer quarterly business reviews, presenting updates on system health, risk mitigation efforts, and upgrade progress. Change Management: Oversees change control processes to minimize disruptions in customer environments. Collaboration: Partners with Pure account teams and customer operational teams to align services with business goals and support sales opportunities. On-Site Presence: Conducts periodic visits (at least quarterly) to maintain direct engagement with customer teams and operations. Service Billing Accuracy: Assists in validating service maintenance contracts and billing. We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave. WHAT YOU BRING Advanced technical expertise in Flash Array technology. Builds relationships and effective networks Ability to influence cross functionally and in a matrix environment Advanced communication skills (written, verbal and listening) Complex problem solving Strong Collaboration Possesses advanced operational command of the business Possesses advanced product/technology/industry knowledge ITIL Foundation (preferred) 6-8 years relevant experience (customer facing, large accounts, industry related) Bachelor’s degree with extensive experience, or a Master’s degree with significant related experience. Advanced technical or managerial experience may be considered equivalent. Demonstrated ability to resolve complex issues and make independent decisions within established guidelines. Experience coordinating and communicating with cross-functional teams and external stakeholders. WHAT YOU CAN EXPECT FROM US: Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers. Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®! Pure Team: We build each other up and set aside ego for the greater good. 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. Check out purebenefits.com for more information. ACCOMMODATIONS AND ACCESSIBILITY: Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview. OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM: We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. 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. JOIN US AND BRING YOUR BEST. BRING YOUR BOLD. BRING YOUR FLASH.

Responsibilities

The Service Account Manager acts as the primary point of contact for service activities, ensuring exceptional service delivery and building strong relationships with customers. They coordinate incident management, conduct business reviews, and oversee change management processes.