Account Manager

• 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
• Leverages various Pure resources to ensure incident resolution and 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
• Responsible for basic account management as part of a larger SAM team or for customers with smaller install bases
• Communicates relevant service updates and recommendations to both internal account team & external customers
• Functions as single point-of-contact for service activities and educates customer on Pure service delivery, tools and interfaces
• Provides monthly and quarterly service review, leveraging phone home data analysis
• Accountable for Change control management
• Works with customer to proactively identify and resolve potential issues to achieve high system availability
• Manages accurate customer installed base and assists service maintenance contracts billing
• Establish collaboration and coordination framework among stakeholders during escalation and drive towards resolution
• Leads business reviews with customer execs, providing key content and tracking action items
• Interacts regularly with customer operations team and attends customer data center occasionally
• Responsible for value based contract renewal and Upsell, and contributing to virtual initiatives and process improvement

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