● Own the overall customer service delivery relationship, orchestrating the customer experience in our largest and most strategic accounts

● Responsible for service delivery of: inventory management, best practice guidance, support engagements, and customer training opportunities

● Communicate service updates regarding support escalations, incident tracking, problem identification, root cause analyses, and issue resolution

● Serve as customer advocate and effective conduit into various internal teams, including Sales, Support, Engineering, Product Management, Legal, Finance, and executive leadership

● Use executive level communication skills to effectively manage stakeholder relationships

● Establish yourself as a trusted advisor and subject matter expert through regular operational and strategic management reviews, including proactive risk analysis, deployments, migrations, capacity planning, and expansions

● Accelerate customer’s business priorities and operational objectives through analyses of environment, roadmap, and IT initiatives

● Craft and deliver strategic customer experiences that increases customer contract value, customer satisfaction, and brand loyalty

● Collaborate with internal account teams to identify new, customer-inspired opportunities and business solutions

● Manage and coordinate Pure implementations within prescribed change control windows

● Develop and maintain a deep understanding and knowledge of Pure’s products and services

● Participate in sales and services growth planning, technical and support escalation sessions, root cause analysis delivery, and customer training opportunities

● Conduct quarterly on-site review and roadmap discussions