We're seeking a strategic partner obsessed with customer outcomes. Below is the revised job posting for the Service Account Manager position.

THE ROLE

As a Service Account Manager (SAM) for our most strategic clients, you own the post-sale relationship and serve as the dedicated executive voice for the customer within Pure Storage. Your mission is to translate complex service delivery metrics into realized business value, ensuring continuous operation, high adoption, and maximum loyalty. You will quarterback cross-functional collaboration with Support, Sales, and Engineering teams to transform service engagements into proactive, strategic partnerships.

WHAT YOU'LL DO

• Elevate the Customer Partnership: Act as the single, accountable point of contact for service performance, building a trusted relationship with senior and operational leaders in your assigned client portfolio.

• Drive Strategic Value Realization: Lead regular Operational and Strategic Management Reviews (QBRs/SMRs), translating technical data and environment analysis into clear recommendations that align with the client’s IT roadmap and business objectives.

• Orchestrate Service Delivery & Incident Triage: Own the efficient delivery lifecycle for all premium services, proactively mitigating risks, managing implementation projects within change control windows, and accelerating critical issue escalation across internal departments.

• Identify Growth Opportunities: Leverage deep knowledge of the customer's environment and business needs to collaboratively identify and position opportunities that increase product adoption and expand the customer's lifetime value and contract portfolio.

WHAT YOU BRING

• Executive Relationship Management: Demonstrated history of building and maintaining trust with C-level and senior technical stakeholders within large enterprise environments.

• Strategic & Analytical Acumen: Advanced capacity to analyze complex operational data, understand organizational objectives, and formulate strategic business plans (roadmaps, capacity, and resource allocation).

• Service Delivery Leadership: Proven ability to own and drive large-scale service delivery programs (not merely reporting status) in a complex, multi-platform, or enterprise software/hardware domain.

• Effective Cross-Functional Influence: Superior ability to drive results and gain buy-in across multiple internal teams (Sales, Engineering, Finance, Product Management) without direct managerial authority.

• We are primarily an in-office environment and therefore, you will be expected to work from the Mountain View, CA office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

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