Title: Service Account Manager
Duration: 12 Months Contract
Location: 100% Remote
3 Interview Process
Job Description
General Summary
Key member of the Pure Customer Success, Service Account Management (SAM) team who supports our largest and most strategically important customers:
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
- Functions as the single point-of-contact for service activities, educates the customer on Pure service delivery, tools and interfaces.
- Communicates relevant service updates and recommendations to both internal account team & external customers to ensure a level of compliance and performance
- Collaborates with Pure resources and customer during escalations
- 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
- Attends customer site occasionally (at least once per quarter) or as appropriate
- Provides monthly and quarterly reports 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
- Leads preparation for customer quarterly business review
- Interacts regularly with the operations team at the customer site
- Assists in ensuring accuracy of service maintenance contracts billing
Required Skill Set
- Builds relationships and effective networks
- Ability to influence cross functionally and in a matrix environment
- Strong communication skills (written, verbal and listening)
- Complex problem solving
- Collaboration
- Possesses operational command of the business
- Possesses strong product/technology/industry knowledge
- Education & Experience Required
- Bachelors (Non – Technical)
- ITIL Foundation (desired)
- 5 years relevant experience (customer facing, large accounts, industry related)
Job Type: Contract
Pay: $30.00 - $39.00 per hour
Experience level:
- 8 years
Schedule:
- 8 hour shift
Application Question(s):
- Just looking for someone in Mid-West and Central. please let me know your time zone and location. only USC, GC no 3rd party vendors. rate is as mentioned.
Education:
- Bachelor's (Required)
Experience:
- Service Account Manager(SAM): 8 years (Preferred)
- Storage: 5 years (Preferred)
- strong product knowledge: 8 years (Preferred)
- technology/industry: 8 years (Preferred)
- customer facing, large accounts: 8 years (Preferred)
- complex problem solving: 8 years (Preferred)
License/Certification:
- ITIL Foundation (Required)
Work Location: Remote
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