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, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
• Develop, build and maintain strong client relationships with key stakeholders based on honesty and transparency in the Region  
• Display a strong sense of urgency and ability to manage crises, sometimes outside of regular working hours with a customer-first mindset.
• Knowledge and expertise in a Multi Account Management role, Escalation Management, and a technical aptitude to learn Pure’s Technology and Portfolio offerings. 
• Ability to prioritize workload for a large number of accounts and possess excellent organizational skills in managing multiple escalations.  
• Knowledge in Salesforce and ServiceNow experience preferred.
• Customer/Partner focused, understanding the customer requirements and delivering on commitments while working with field teams, GSAMs, and back-end resources
• Strong written, verbal, and presentation skills, including the ability to deliver technical IR/ RCA documents.
• Ability to work effectively in high-stress situations and engage with vital and strategic accounts at all levels.
• Strong Conflict Resolution skills and ability to drive difficult conversations.
• Excels in highly stressful situations and commitment to problem-solving, with a whatever it takes approach and the customer being the prime focus with engagements at all levels.
• Willing and able to travel throughout the Region: 5-10%.
• This role will require occasional work outside of standard working hours and weekends.
• You must be based in California, Arizona, Idaho, Washington, Oregon, Nevada or Lehi, Utah.

The annual base salary range is: $100,000.00  – $218,000.00

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

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.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

#LI-REMOTE

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 personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

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.

PURE IS COMMITTED TO EQUALITY.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

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.

If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops@purestorage.com.

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.