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Critical Accounts Program
CAP, Manager
Posted on 8/5/2022
Remote • United States
Experience Level
Desired Skills
  • For eight straight years, Gartner has named Pure a leader in the Magic Quadrant
  • Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
  • Industry analysts and press applaud Pure's leadership across these dimensions
  • And, our 4,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
  • Strong people and project management skills with a minimum of 12 years of experience supporting Fortune 500 companies, preferably in Enterprise storage, virtualization, networking, or Enterprise applications industry
  • 7+ years of Critical Incident Management experience with the ability to work in a highly-matrixed environment
  • Bachelor's degree required; equivalent experience considered
  • Able to multitask, influence, negotiate, and delegate with a strong sense of urgency and accountability
  • Manage crisis situations outside of normal working hours as needed
  • Dedication to understanding cause and effect- ability to unravel complicated problem statements and work with cross-functional teams to determine required areas of improvement
  • Ability to create policies and processes where they do not exist, develop and implement governance where required, and bring order where there is complexity and uncertainty
  • Adapt to change and effectively organize work according to business priorities
  • Specific technical and business problem knowledge in one or more of the following areas:
  • Vendor ecosystem knowledge
  • Enterprise Cyber Risk Management
  • Security Strategy and Governance
  • Regulatory Compliance services (FCA, PRA, GDPR)
  • Security Framework (NIST, ISO27001, Cyber Essentials, etc.)
  • Threat Intelligence Services
  • Own Executive-level customer and product, systemic escalations while coordinating cross-functional teams to ensure appropriate resources have been engaged to resolve all issues
  • Act as a primary liaison for managing, communicating, and driving systemic product/operational issues that negatively impact Pure customers/partners and Pure brand, with potential of media exposure
  • Drive and programmatically manage all aspects of CAP engagements working with the cross-functional teams across Pure
  • Regularly communicate critical issue status updates up to executive staff levels for Pure Storage, customers, and partners
  • Influence and assigning tasks and responsibilities to successfully achieve all key objectives for the CAP engagement
  • Proactively identify product defects and systemic trends via engaging business owners, developing improvement plans, and driving actions to prevent future problems
  • Drive CAP post mortem and lessons learned on all CAP engagements, which may include a full follow-through, documentation and implementation of all associated corrective actions
  • Collaborate with Sales, Sales leadership, Engineering, Finance and BU leaders across Pure to assess potential new CAP engagements and drive all aspect of CAP engagement once raised to CAP
  • Engage/lead wide ranging CX and Pure initiatives as required
  • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
  • Engage Senior leadership as required to both inform and gain agreement pertaining to new, potential critical account engagements
  • Create metrics, measurements, monitor KPI and dashboards as needed to demonstrate progress of systemic actions
Pure Storage

1,001-5,000 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
  • Insurance, Health & Wellness - Accidental death and dismemberment (AD&D) Insurance, Dental Insurance, Disability Insurance, Gym / Wellness Reimbursement, Health Insurance, Health Savings Account (HSA), Life Insurance, Maternity Leave, PTO (Vacation / Personal Days), Paternity Leave, Vision Insurance
  • Home - Business Travel Insurance, Immigration Assistance, Phone Bill Reimbursement, Remote Work
  • Financial & Retirement - 401k 100% match on the first 3% of base salary, Employee Stock Purchase Program (ESPP), Flexible Spending Account (FSA)
Company Values
  • Persistence
  • Creativity
  • Teamwork
  • Ownership
  • Customer-first