Service Delivery Manager

3 weeks ago

Dublin, Dublin City, Ireland Pure Storage, Inc. Full time
SHOULD YOU ACCEPT THIS CHALLENGE...

Pure's Tech Support organization is upwards of 400+ employees across multiple locations in California, Utah, Ireland, Prague, Singapore, Australia and Japan. All of the support teams are continuing to grow overall; Utah is our largest center providing 24/7 Support with over 250 team members.

Tech Support is a key customer facing organization that's recognized for providing excellent quality customer service. This team offers career advancement opportunities and they're a fun group who work hard to make Pure the best storage company

We are looking for a Service Delivery Manager to join our Global Customer Advocacy. You will be part of the best Support team in the industry. Our culture focuses on five fundamental values – Customer First, Teamwork, Creativity, Ownership, and Persistence. You will be the primary representative for the Pure support organization in the region. The position will be a cross-functional role that serves as a bridge between the customer, sales, and customer support organization to ensure customer success in your assigned Region.

Key Responsibilities:

- You will be the primary representative for Pure's support organization in the field. You will be the key liaison for all things related to Pure support for customers, partners, and Pure Sales in the region.
- Responsible for delivering Support presentations to prospects, including existing customers, delivering Incident Reports and/or Root Cause Analysis (RCAs) in person at customer locations or remotely.
- Be the trusted support adviser in the region for both internal and external customers.
- Advocate customer needs/issues cross-organizations, ensure the customer's voice is heard, develop and maintain strong relationships with clients and understand client processes, teams, and environment to expedite engagement and time to resolution.
- Solicit customer/account team feedback on overall Pure experience (Product and Service), channel feedback into the support organization, ensure any nuances are highlighted and addressed by working with cross-functional teams (Support, Engineering, Marketing, Sales, Product, etc.) so that Pure can deliver a world-class customer support experience.
- Manage customer and ASP escalations, and expectations. Take ownership of a crisis from beginning to end while working with cross-functional teams to ensure appropriate resources are engaged to resolve the issue and deliver any follow-through actions.

What You'll Need to Bring to This Role:

- Extensive experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- 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 Incident Reports and 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.

Because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information.

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