Senior Service Account Manager (Remote) at Pure Storage

THE ROLE

As a Senior Service Account Manager, you will be the primary orchestrator of the customer experience for our most significant enterprise accounts, ensuring they realize the full value of the Everpure™ Platform. You will serve as a high-impact advocate and trusted advisor, bridging the gap between customer business goals and our technical excellence. By collaborating with engineering, product, and sales teams, you will turn complex post-sales challenges into long-term retention and growth opportunities.

WHAT YOU’LL DO

• Orchestrate Global Account Health: Lead the end-to-end service delivery relationship for large-scale accounts, driving regular strategic reviews and proactive risk analyses to ensure 100% operational continuity.
• Champion Technical Advocacy: Act as the voice of the customer within Everpure, influencing product management and engineering roadmaps to prioritize features that solve real-world enterprise challenges.
• Manage Critical Incidents & Deployments: Lead high-severity issue resolution and complex implementation projects, coordinating cross-functional response teams to deliver high-quality outcomes under pressure.
• Drive Strategic Growth: Partner with internal account teams to identify expansion opportunities and deliver data-driven insights that accelerate the customer’s business priorities and IT initiatives.
• Cultivate Knowledge & Mentorship: Elevate the collective expertise of the CX organization by mentoring junior SAMs and developing best-practice content for our global knowledge repositories.

WHAT YOU BRING

• 6+ years relevant experience (customer-facing, large accounts, industry related) Ability to work independently and as a team advocate to achieve business objectives.
• ITIL, Pure Storage DSA desired.
• Strategic Relationship Management: A proven ability to navigate and influence matrixed enterprise environments, building deep trust with executive stakeholders while managing complex, high-stakes customer portfolios.
• Operational Excellence: Expert-level proficiency in managing technical service delivery, including capacity planning, inventory management, and change control within the data storage or cloud infrastructure industry.
• Cross-Functional Leadership: Demonstrated skill in mobilizing internal teams—from legal to engineering—to resolve obstacles and deliver a holistic, seamless customer experience.
• Communication & Influence: Exceptional verbal and written communication skills, with the ability to translate technical performance data into strategic business value for C-suite audiences.