Director of Admissions
Lightfully Behavioral Health
Job Level
SeniorLead
About the role
- Be the primary representative for Pure's support organization in the field and the key liaison for customers, partners, and Pure Sales in the region.
- Deliver Support presentations to prospects and existing customers, and deliver Incident Reports and/or Root Cause Analysis (RCAs) in person or remotely.
- Be the trusted support adviser in the region for both internal and external customers and advocate customer needs/issues cross-organizations.
- Develop and maintain strong relationships with clients, understand client processes, teams, and environment to expedite engagement and time to resolution.
- Solicit customer/account team feedback on overall Pure experience and channel feedback into the support organization, working with cross-functional teams (Support, Engineering, Marketing, Sales, Product).
- Manage customer and ASP escalations and expectations; take ownership of a crisis from beginning to end and work with cross-functional teams to resolve the issue and deliver follow-through actions.
- Serve as a bridge between the customer, sales, and customer support organization to ensure customer success in the assigned region.
Requirements
- Minimum of 7 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- Covering U.S. working hours is mandatory, as the majority of our customers are based in the United States.
- Experience in Account Management, Escalation Management and Technical Industry
- Proven ability to establish ownership and manage critical escalations from initial report to closure.
- Critical Incident Management experience required
- Display a strong sense of urgency and ability to manage crises, sometimes outside of regular working hours
- Customer/Partner focused, understanding the customer requirements and delivering on commitments while working with field teams, GSAMs, and back-end resources
- Strong written, verbal, and presentation skills, including the ability to deliver technical IR/ RCA documents
- Ability to work effectively in high-stress situations and engage with vital and strategic accounts at all levels
- Travel will be required periodically as needed to support our internal and external customers.
- Excels in highly stressful situations and commitment to problem-solving, with a whatever it takes approach and the customer being the prime focus with engagements at all levels
- Willing and able to travel throughout the Region
- Must have the ability to be flexible for this role as it will require occasional work outside of standard working hours and weekend work hours from time to time.
