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.
SAM は Customer Experience と満足度に焦点を当てた、顧客が Pure 製品を戦略的に運用するにあたっての信頼できるアドバイザーとなります。SAM は、さまざまな Pure リソースを活用して重大インシデントの解決を促進し、システムの健全性と顧客満足度を維持・向上するためのプロアクティブな活動を推進します。社内のインテリジェントツールやアプリケーションを使用して詳細なシステム状況を分析し、顧客への報告と推奨される提言を行います。Pureのアカウントチームと協力してビジネス戦略を理解し、営業機会を支援します。大規模なSAMチームの一員として、または小規模なインストールベースを持つ顧客のために基本的なアカウント管理を担当します。
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.
- 顧客の Pure 製品運用時における利用価値の最大化のため、多角的な側面から継続的に支援する
- 上記実現のための社内外のコミュニケーションコンタクトポイント・発信元となる
- 担当顧客向けに運用定例会の運営、キーコンテンツの提供、運用計画への議論、アクションアイテムの進捗管理を行う
- 顧客環境から取得できるデータより顧客の運用管理に対する有用情報を提供する
- 運用期間を通じて発生した出来事を Historical に把握し、顧客とのさまざまな議論に活かす
- この先想定される運用上のリスクやシナリオ、期待されるであろう要件を見据え、顧客へ提言し、および議論する
- 保守契約を中心とした Install base や Billing ステータスの管理または支援を行う
- エスカレーション時における Stakeholder 間の適切な連携・協業体制を組成し、解決に向けてドライブする
- 顧客上層部とのビジネスレビューの運営、キーコンテンツの提供、運用戦略の議論、アクションアイテムの進捗管理を行う
- 適切な頻度での顧客拠点へのオンサイトを伴う長期的関係性の構築とその維持に努める
- 必要に応じた顧客データセンターへのオンサイト（限定的な範囲でシステムへの作業・関与）を伴う
- 重要な評価指標として、提供するサービスに対する顧客からの良好なフィードバックや、価値・満足度に基づくサービス契約の更新や拡大に責任を有する
- 組織内の強化や効率化を目的とする新たな試みや既存の変更プロジェクトへ参加・貢献する
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 orchestration 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)
- FlashArray, FlashBlade 、またはエンタープライズ向けストレージソリューションの Soft/Hard 知識、有力機能の理解、構築あるいは運用経験
- インフラ関連の実作業経験。導入やアップグレード、検証環境構築等。FA, FB 製品知識と経験があると尚良い
- Cloud やセキュリティ、コンテナ等の Data Platform に関与する周辺の技術知識
- ３年以上の企業向けインフラ運用管理経験（または SIer や Vendor としての関与）
- 顧客側運用チームへの常駐や運用請負い（Managed Service)として IT 基盤の運用・管理経験があると尚よし
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.
- コミュニケーション力、交渉力、ファシリテーション力、アサーティブコミュニケーション
- 計画を期待通りに完遂させるための、卓越したタスク管理力やプロジェクト推進力
- 複雑で難解な課題に対する問題解決能力
- 海外の担当への必要時のコミュニケーション・エスカレーション経験、複数機能部門や担当を自らがチーミングしたことのある経験
Certification and mindset
- Bachelors (Non – Technical)
- ITIL Foundation or Project management certified (desired)
- 5 years relevant experience (customer facing, large accounts, industry related) and long term relationship building
- Japanese - Native, English - Business (readable/writeble with willingness to keep brushing up)
- Proactive and outgoing
- objective based, result-oriented
- Self-disciplined professional
- Critical Thinking (Logical Thinking)
- team worker with professionalism
- No silent in meetings
- 学部卒
- ITIL や Project Management などの資格保有者だと望ましい
- 5 年以上の関連業務経験と、長期的（12ヶ月以上）な同一顧客の担当との良好な関係構築実績
- ビジネスレベル以上の英語力 (読み・書きが可能であり、向上が期待される）
- 先んじた視点での行動
- 各業務や物事の意義・理由・目的を理解し、結果を重視する姿勢
- 自律的であること
- 論理的、合理的な思考プロセス
- 周囲と円滑に協業できる。プロフェッショナリズムを有する
- 意見の提示や、不明点を放置せず解消しようとする姿勢
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 [email protected] 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.