Job Description
Title: Senior Service Delivery Manager
Location: Remote – United States
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…
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.
- 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.
- Proactively communicate service updates regarding support escalations, incident tracking, problem identification, root cause analysis, and issue(s) resolution
- Responsible for delivering our Technical Services presentations to customers and prospects, delivering Root Cause Analysis RCAs remote/in person.
- 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.
- 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.
- 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.
- Conduct a monthly/quarterly Regional Technical Services presentation with content to promote knowledge sharing, best practices, and updates to internal process changes.
- Develop a technical understanding of Pure products, service offerings and known issues to help drive proactive/reactive and effective incident management. .
- 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.
- 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.
- Coach, mentor and be responsible for onboarding of new SDMs
What You Will Bring To The Team
- Minimum of 10 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- 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
- Communications – Strong written, verbal, and presentation skills, including the ability to deliver technical IR/ RCA documents
- Leadership – Provide guidance, mentorship, and the benefit of their experience to managers, team leads, coaches, and other direct reports.
- 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.
- Work with senior management and management peers to develop strategies and execution plans for support delivery, and future service differentiation.
- Teamwork – Work collaboratively and constructively across functions with peers in other organizations to accomplish shared goals as One Pure.
- Time Management – Ability to prioritize workload for a large number of accounts and possess excellent organizational skill in managing multiple escalations.
- Negotiation and persuasion – Collaborate with peers and senior management on talent identification and development guidelines.
- Fully understand and be able to effectively communicate the state of the business to senior management.
- Bachelor’s Degree or equlivant years of experience
- Minimal travel may be required.
