Global Strategic Account Service Director

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.

WHAT YOU’LL BE DOING… 

Pure’s Customer Experience (CX) Global Strategic Accounts Program was established to drive long-term value through strategic alignment with our most valued global enterprise customers. The Program’s core mission is to establish and maintain a trusted advisor business partnership that produces mutual innovation and value creation, resulting in measurable outcomes for our strategic accounts. As a critical leader in the Program, the Global Strategic Account Service Director is responsible for achieving both program and customer target outcomes within the CX organization, including services and support, for assigned account(s).

This position requires someone who is a proven leader of customer experience functions, experienced in building and managing executive customer-facing relationships, proficient in advanced business acumen, composed in the face of customer issues, proven effectiveness in matrix leadership, and capable of envisioning and building operational excellence that generates high customer satisfaction. This role will matrix-lead a team of customer-dedicated team members and liaise with various internal and external teams in order to fulfill defined scopes of work and drive customer outcomes.

SHOULD YOU ACCEPT THIS CHALLENGE...

Drive Strategic Account Customer Outcomes

• Drive outcomes through service leadership to ensure Pure exceeds customer expectations by delivering a world class service experience.  
• Partner with sales to execute 1-3 year integrated account plans, and serve as a single point of accountability for assigned customer experience across Pure’s full services portfolio.
• Champion customer requirements and needs into - engineering, quality, roadmaps, service offer development, etc.
• Maximize customer loyalty and satisfaction with key customer stakeholders by developing trust-based relationships and driving value in service delivery.
• Matrix-lead a team of assigned cross-functional service delivery members to ensure quality and consistency of service provided globally, including Service Account Management (SAM), Designated Service Engineering (DSE), Technical Account Management (TAM), Customer Success Management (CSM) and channel partners.
• Manage account-level profitability by identifying new revenue opportunities, driving revenue recognition, managing efficiencies, driving productivity, and managing projects successfully.
• Influence (future) lifetime value through improved services adoption, customer satisfaction and overall quality and consistency of services provided.
• Increase wallet share among assigned account(s) through value-add services. 
• Target 100% renewal rates across assigned account(s)
• Build referenceable customers across our portfolio of services 
• Develop and implement customer retention strategies to ensure that assigned customers remain loyal to Pure and continue to find value in our products and services.
• Partner with designated executive sponsor(s) for assigned account(s) to ensure all executive sponsor objectives and performance outcomes are achieved.
• Build relationships with sales account teams, leadership and channel partners in alignment with account goals and objectives.
• Partner with SAM team and all key functional owners to manage high-level escalations through critical care programs, ensuring proactive communications and cross-functional/executive involvement and influence for swift resolution.

Define and Manage Customer Lifecycle

• Design and plan the service experience customer journey (Lifecycle Management) for assigned account(s)
• Achieve deep understanding of customer(s) core business needs and goals in partnership with sales, including what the customer’s customer cares about, and identify opportunities for value co-creation, growth and expansion
• Drive and execute account-based innovation to improve customer(s) perception on key value areas (i.e. solution & service value, ease of doing business, continuous improvement, etc.)
• Collaborate with designated Executive Sponsor, Sales and service team members to dev