Manager

• You will be the primary representative for Pure's support organization in the field. You will be the key liaison for all things related to Pure support for customers, partners, and Pure Sales in the region
• Responsible for delivering Support presentations to prospects, including existing customers, delivering Incident Reports and/or Root Cause Analysis RCAs in person at customer locations or remotely
• Be the trusted support adviser in the region for both internal and external customers
• Advocate customer needs/issues cross-organizations, ensure the customer's voice is heard, develop and maintain strong relationships with clients and understand client processes, teams, and environment to expedite engagement and time to resolution
• Solicit customer/account team feedback on overall Pure experience (Product and Service), channel feedback into the support organization, ensure any nuances are highlighted and addressed by working with cross-functional teams (Support, Engineering, Marketing, Sales, Product, etc.) so that PURE can deliver a world-class customer support experience
• Manage customer and ASP escalations, and expectations. Take ownership of a crisis from beginning to end while working with cross-functional teams to ensure appropriate resources are engaged to resolve the issue and deliver any follow-through actions

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