Global Strategic Account Service Director
Posted on 11/2/2023
Pure Storage

5,001-10,000 employees

Enterprise storage company
Company Overview
Pure Storage is on a mission to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. The company develops flash-based storage for data centers using consumer-grade solid state drives

Company Stage


Total Funding





Santa Clara, California

Growth & Insights

6 month growth


1 year growth


2 year growth

Santa Clara, CA, USA
Experience Level
Desired Skills
Customer Service
Financial analysis
Business & Strategy
  • Design and plan the service experience customer journey (Lifecycle Management) for assigned account(s)
  • Achieve deep understanding of customer(s) core business needs and goals in partnership with sales, including what the customer's customer cares about, and identify opportunities for value co-creation, growth and expansion
  • Drive and execute account-based innovation to improve customer(s) perception on key value areas (i.e. solution & service value, ease of doing business, continuous improvement, etc.)
  • Collaborate with designated Executive Sponsor, Sales and service team members to develop and maintain a customer relationship roadmap driving future business decisions and outcomes for service and technology investments
  • Create and own cadence for regular customer forward-looking, service-focused strategy sessions across assigned account(s)
  • Define and communicate the service-focused vision, strategy and plan for assigned account(s) across the organization including, Executive, Product, Sales, Marketing, Finance, IT and CX leadership teams
  • Collaborate with sales around service cross-sell and up-sell strategies with a focus on retention, diversification and growth
  • Align with CX & BU portfolio teams to drive relevant product roadmap priorities for assigned account(s)
  • Sponsor, communicate and prioritize Continuous Improvement activities and Problem Management trends for assigned account(s), leading to swift root cause analysis and remediation/opportunities for improvement
  • Ensure continuity and quality of communication and reporting across all service functions for assigned Global Strategic Accounts (consistent QBR templates, etc.)
  • Identify opportunities to establish a company-wide culture of customer-centricity
  • Bachelor's degree in Business, IT, CompSci or equivalent field of study
  • 15+ years' experience managing global enterprise accounts, large multinational service engagements or equivalent professional experience
  • Customer-facing, executive-level account leadership experience
  • Ability to influence through persuasion, negotiation and consensus building
  • Strong business and financial acumen
  • Deep understanding of value drivers in recurring revenue business models
  • Ability to lead and develop large multifaceted teams
  • Solid analytical skill and process-oriented mindset
  • Positive attitude, attention to detail and customer service focus
  • Must be creative, collaborative, constructive
  • Excellent presentation skills and comfortable sharing thought leadership with Executive stakeholders from Pure, Customers, and Partners
  • Exceptional written skills and competence with business applications used to construct documents, financial analysis, or presentations
  • Experience working in a matrix environment
  • You will be based in Santa Clara, CA. As this is an office-centric role, you are expected to be present in the office for 3 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need
  • Drive outcomes through service leadership to ensure Pure exceeds customer expectations by delivering a world class service experience
  • Partner with sales to execute 1-3 year integrated account plans, and serve as a single point of accountability for assigned customer experience across Pure's full services portfolio
  • Champion customer requirements and needs into - engineering, quality, roadmaps, service offer development, etc
  • Maximize customer loyalty and satisfaction with key customer stakeholders by developing trust-based relationships and driving value in service delivery
  • Matrix-lead a team of assigned cross-functional service delivery members to ensure quality and consistency of service provided globally, including Service Account Management (SAM), Designated Service Engineering (DSE), Technical Account Management (TAM), Customer Success Management (CSM) and channel partners
  • Manage account-level profitability by identifying new revenue opportunities, driving revenue recognition, managing efficiencies, driving productivity, and managing projects successfully
  • Influence (future) lifetime value through improved services adoption, customer satisfaction and overall quality and consistency of services provided
  • Increase wallet share among assigned account(s) through value-add services
  • Target 100% renewal rates across assigned account(s)
  • Build referenceable customers across our portfolio of services
  • Develop and implement customer retention strategies to ensure that assigned customers remain loyal to Pure and continue to find value in our products and services
  • Partner with designated executive sponsor(s) for assigned account(s) to ensure all executive sponsor objectives and performance outcomes are achieved
  • Build relationships with sales account teams, leadership and channel partners in alignment with account goals and objectives
  • Partner with SAM team and all key functional owners to manage high-level escalations through critical care programs, ensuring proactive communications and cross-functional/executive involvement and influence for swift resolution
Desired Qualifications
  • ITIL Foundations certification or comparable industry certification
  • Master degree in Business or related field
  • 5+ years of experience in the data storage industry