Global Strategic Account Service Director

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 eight 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 4,000+ 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.

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.

What you will be doing: 

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 objec