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.

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

- Communicates relevant service updates and recommendations to both internal account team & external customers to ensure a level of compliance and performance

- Functions as the single point-of-contact for service activities, educates the customer on Pure service delivery, tools and interfaces.

- Provides monthly and quarterly service review 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

- 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

- Manages accurate customer installed base and assists in ensuring accuracy of service maintenance contracts billing

- Establish an appropriate collaboration and coordination framework among stakeholders during escalation and drive towards resolution.

- Leads business reviews with customer execs, providing key content, facilitating discussions on operational plans, and tracking progress of action items.

- Interacts regularly with the operations team at the customer site

- Attends customer data center occasionally or as appropriate

- Be responsible for accomplishing the value based contract renewal and Upsell, and/or getting excellent feedbacks with your key accounts

- Actively participate and contribute to the virtual initiatives and process improvement.

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

Technical Experience

- Technical expertise in Enterprise Storage - product, key features and solutions, general technology like NAS, SAN, File/Block data, and close technology like server, os,  virtualization, network and so on. 

- Hand-dirty experience like installation, upgrade, expansion, or developing test environment. FlashArray, FlashBlade experience is a good plus.

- Critical infrastracture technologies like Cloud, Cyber-security, or Containerization and archestration solution

- > 3 years of experience directly engage with the enterprise IT infrastructure operation

- Preferred - Experience in IT infrastructure operation and management as an on-site member of the customer’s ops team or through managed services (operation outsourcing)

Soft Skill

- Strong communication skills (facilitation, negotiation, coflict management skill, assertive communication)

- Strong task managent (self) and project (group-mission) driving skill to make things move forward as planned.

- Strong complex problem solving skill and experience

- A very good relationship and effective network building skill with every stakeholders (internal & external, domestic & APJ), ability to influence cross functionally and in a matrix environment.

Certification and   mindset

- Bachelors (Non – Technical)

- ITIL Foundation or PMP (desired)

- 5 years relevant experience (customer facing, large accounts, industry related) and long term relationship building

- Japanese - Native, English - Business (read/write is must. TOEIC 750 or more)

- Proactive and outgoing

- objective based, result-oriented

- Self-disciplined professional

- Critical Thinking (Logical Thinking)

- team worker with professionalism

- No silent in meetings

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®!
• Pure Team: We build each other up and set aside ego for the greater good.

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.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.

WHERE DIFFERENCES FUEL INNOVATION:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. At Pure Storage, diversity, equity, inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.​ 

Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities. We also encourage you to apply even if you feel you don’t match all of the role criteria. If you think you can do the job and feel you’re a good match, please apply.