Service Account Manager, Germany

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 nine 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 globally
• Industry analysts and press applaud Pure’s leadership across these dimensions
• And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go

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 & Responsibilities

• Functions 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 performance
• Collaborates with Pure resources and customer during escalations
• Leverages phone home data analysis to provide customer environment insight
• Accountable for Change control management to ensure stability of environments
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability
• Attends customer site occasionally (at least once per quarter) or as appropriate
• Provides 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 enhancements
• Leads preparation for customer quarterly business review
• Interacts regularly with the operations team at the customer site
• Assists in ensuring accuracy of service maintenance contracts billing

  WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• Builds relationships and effective networks in EMEA
• Ability to influence cross functionally and in a matrix environment
• Strong communication skills (written, verbal and listening)
• Complex problem solving
• Collaboration
• Possesses operational command of the business
• Possesses strong product/technology/industry knowledge
• Education & Experience Required
• Bachelors (Non – Technical)
• ITIL Foundation (desired)
• 5 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 pe