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

• 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
• And, our 4,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
• For eight straight years, Gartner has named Pure a leader in the Magic Quadrant
• Industry analysts and press applaud Pure’s leadership across these dimensions

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.

**Strong preference of this individual being located in the Pacific or Mountain Time Zones**

SHOULD YOU ACCEPT THIS CHALLENGE...

We are looking for a Senior 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. You will be the primary representative for the Pure support organization in the region. The position will be a cross-functional role that serves as a bridge between the customer, sales, and customer support organization to ensure customer success.

• Responsible for delivering our Technical Services presentations to customers and prospects, delivering Root Cause Analysis RCAs remote/in person.
• Proactively communicate service updates regarding support escalations, incident tracking, problem identification, root cause analysis, and issue(s) resolution
• Develop a technical understanding of Pure products, service offerings and known issues to help drive proactive/reactive and effective incident management. .
• Solicit customer feedback on the 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, Executive Leadership, Engineering, Sales, Legal Product Management, etc) so a world class customer support experience can be delivered.
• Advocate customer needs/issues across organizations, ensure an optimal customer experience, develop and maintain strong relationships with customer contacts and understand customer processes, teams, and environment to expedite engagement and time to resolution.
• 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.
• Coach, mentor and be responsible for onboarding of new SDMs
• As an SDM, lead and engage in key initiatives within the SDM and Technical Services organizations such as KPIs, SDM Workload optimization, enhancing overall account team collaboration, and expanding SDM value realization with Sales leadership.
• Conduct a monthly/quarterly Regional Technical Services presentation with content to promote knowledge sharing, best practices, and updates to internal process changes.
• Create and maintain multiple Operational and Productivity reports including adhoc to assist leadership in making critical business decisions.
• Lead, create, develop and execute continuous improvement initiatives to realize improved service delivery capabilities and performance to enhance the Pure customer experience.
• Primary representative for Pure’s Technical Services organization in the field and will be the key liaison and advisor for all things related to Pure Support for Customers, Partners and Pure Account Teams in the Region.

What You Will Bring To The Team

• Bachelor's Degree or 10 years direct experience
• Fully understand and be able to effectively communicate the state of the business to senior management.
• Business acumen - Ensure priorities and goals for their functional area or areas are clear and in obvious alignment with Pure’s corporate goals, and with the more general goals and priorities of Pure Support.
• There will be 25-30% travel required.
• Leadership - Provide guidance, mentorship, and the benefit of their experience to managers, team leads, coaches, and other direct reports.
• Minimum of 10 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
• Communications - Strong written, verbal, and presentation skills, including the ability to deliver technical IR/ RCA documents
• Negotiation and persuasion - Collaborate with peers and senior management on talent identification and development guidelines.
• Work with senior management and management peers to develop strategies and execution plans for support delivery, and future service differentiation.
• Knowledge and expertise in a Multi Account Management role, Escalation Management, and a technical aptitude to learn Pure’s Technology and Portfolio offerings.
• Display a strong sense of urgency and ability to manage crises, sometimes outside of regular working hours
• Time Management - Ability to prioritize workload for a large number of accounts and possess excellent organizational skill in managing multiple escalations.
• Teamwork - Work collaboratively and constructively across functions with peers in other organizations to accomplish shared goals as One Pure.

The annual base salary range is: $112,000 - $189,000. 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.

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 [email protected] .

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 .