Senior Service Delivery Manager

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 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...

Our Customer Advocacy Organization here at Pure is a key customer facing org that's recognized for providing excellent quality customer service. This team offers career advancement opportunities and they're a fun group who work hard to make Pure the best storage company!

We are looking for a Service Delivery Manager to join our Global Support team. You will be part of the best Support team in the industry. Our culture focuses on five fundamental values – Customer First, Teamwork, Creativity, Ownership, and Persistence. The position will be a cross-functional role that serves as a bridge between the Customer, Sales, and our Technical Services organization to ensure customer success in your assigned Region.

• You will be the primary representative for Pure’s Technical Services organization in the field and will be the key liaison for all things related to Pure Support for Customers, Partners and Pure Sales (Account Teams) in the Region. 
• Responsible for delivering Support presentations to prospects, delivering Root Cause Analysis RCAs in person at customer locations or remotely and being the trusted support advisor in the Region.   
• Advocate customer needs/issues cross-organizations, ensure the customer's voice is heard, develop and maintain strong relationships with clients and understand client processes, teams, and environment to expedite engagement and time to resolution.
• Solicit customer feedback on overall Pure experience (Product and service), channel feedback into the support organization leaders, ensure any nuances are highlighted and addressed by working with cross-functional teams (Support, Engineering, Marketing, Sales, Product, etc) so that a world class customer support experience can be delivered. 
• Manage customer escalations, take ownership of a crisis from beginning to end while working with cross-functional teams to ensure appropriate resources have been engaged to resolve the issue and deliver any follow-through actions. Also look for and manage opportunities to be proactive and reduce or prevent escalations.   
• As an SDM, lead and be engaged on key initiatives within the SDM and Support organization such as KPI, SDM Workload optimization, enhancing overall account team collaboration, SDM value realization with Sales leadership.  
• Coach, mentor and responsible for onboarding of new SDMs.
• Create and maintain multiple Operational and Productivity reports including adhoc to assist leadership in making critical business decisions.
• Deliver Executive communications effectively; communicating the state of the account, issues and business to Pure and Customer Executives.
• Create, develop and execute continuous improvement initiatives to realize improved service delivery capabilities and performance to enhance the Pure customer experience.
• Promote innovation, efficiency, and effectiveness in your direct role and cross-functional teams.

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

• Minimum of 10 years of experience supporting Fortune 500 companies, pref