Service Account Manager / Product Advisor

Описание вакансии

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

THE ROLE

As a Service Account Manager (SAM), you will be the primary architect of the customer experience, serving as a trusted advisor to ensure Pure Storage solutions deliver maximum strategic value. You will bridge the gap between complex infrastructure needs and business outcomes, orchestrating global resources to drive system health, mitigate risks, and accelerate incident resolution. By collaborating closely with account teams, you transform technical stability into long-term loyalty and identify opportunities for customer growth.

SAM は Customer Experience と満足度に焦点を当てた、顧客が Pure 製品を戦略的に運用するにあたっての信頼できるアドバイザーとなります。SAM は、さまざまな Pure リソースを活用して重大インシデントの解決を促進し、システムの健全性と顧客満足度を維持・向上するためのプロアクティブな活動を推進します。社内のインテリジェントツールやアプリケーションを使用して詳細なシステム状況を分析し、顧客への報告と推奨される提言を行います。Pureのアカウントチームと協力してビジネス戦略を理解し、営業機会を支援します。大規模なSAMチームの一員として、または小規模なインストールベースを持つ顧客のために基本的なアカウント管理を担当します。

WHAT YOU’LL DO

• Orchestrate Service Excellence: Serve as the single point of contact for all service activities, owning the end-to-end support delivery and educating customers on Pure’s tools to maximize their operational efficiency and self-sufficiency.
• Drive Proactive System Health: Lead regular operational and business reviews with customer executives, utilizing data-driven insights to mitigate environment risks, manage change control, and ensure high system availability.
• Facilitate Global Collaboration: Act as the critical link during technical escalations, assembling and leading cross-functional teams across the APJ region and global departments to ensure rapid resolution of complex challenges.
• Strategize for Business Impact: Partner with sales teams to align service delivery with customer business goals, directly influencing value-based contract renewals and identifying expansion opportunities within your assigned accounts.
• Champion Operational Innovation: Contribute to internal initiatives and process improvements, leveraging field insights to enhance Pure’s service delivery framework and the overall health of the installed base.

• 顧客の Pure 製品運用時における利用価値の最大化のため、多角的な側面から継続的に支援する

• 上記実現のための社内外のコミュニケーションコンタクトポイント・発信元となる

• 担当顧客向けに運用定例会の運営、キーコンテンツの提供、運用計画への議論、アクションアイテムの進捗管理を行う

• 顧客環境から取得できるデータより顧客の運用管理に対する有用情報を提供する

• 運用期間を通じて発生した出来事を Historical に把握し、顧客とのさまざまな議論に活かす

• この先想定される運用上のリスクやシナリオ、期待されるであろう要件を見据え、顧客へ提言し、および議論する

• 保守契約を中心とした Install base や Billing ステータスの管理または支援を行う

• エスカレーション時における Stakeholder 間の適切な連携・協業体制を組成し、解決に向けてドライブする

• 顧客上層部とのビジネスレビューの運営、キーコンテンツの提供、運用戦略の議論、アクションアイテムの進捗管理を行う

• 適切な頻度での顧客拠点へのオンサイトを伴う長期的関係性の構築とその維持に努める

• 必要に応じた顧客データセンターへのオンサイト（限定的な範囲でシステムへの作業・関与）を伴う

• 重要な評価指標として、提供するサービスに対する顧客からの良好なフィードバックや、価値・満足度に基づくサービス契約の更新や拡大に責任を有する

• 組織内の強化や効率化を目的とする新たな試みや既存の変更プロジェクトへ参加・貢献する

WHAT YOU BRING

• Technical Infrastructure Mastery: Deep hands-on experience in enterprise IT infrastructure, encompassing storage solutions, container platforms (such as Kubernetes), and operational automation via scripting or ITSM integrations.
• Strategic Communication & Influence: Advanced skills in facilitation, negotiation, and conflict management, with a proven ability to influence stakeholders in a matrixed environment and bridge technical and executive perspectives.
• Bilingual Proficiency: Native-level Japanese and business-level English (written and verbal) communication skills, enabling seamless collaboration between local Japanese customers and international APJ teams.
• Solution-Oriented Leadership: A track record of managing complex projects and tasks with a result-oriented mindset, focused on building long-term professional relationships and solving difficult technical problems.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Tokyo office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

• FlashArray, FlashBlade 、またはエンタープライズ向けストレージソリューションの Soft/Hard 知識、有力機能の理解、構築あるいは運用経験

• インフラ関連の実作業経験。導入やアップグレード、検証環境構築等。FA, FB 製品知識と経験があると尚良い

• コンテナ／Kubernetes や仮想基盤上でのデータ管理、ワークフローオーケストレーション／自動化プラットフォーム（例：ITSM 連携、スクリプトやローコードツールによる運用自動化）のいずれか、または両方に関わる実務経験

• ３年以上の企業向けインフラ運用管理経験（または SIer や Vendor としての関与）

• 顧客側運用チームへの常駐や運用請負い（Managed Service)として IT 基盤の運用・管理経験があると尚よし

#LI-ONSITE

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• Team: We build each other up and set aside ego for the greater good.

And 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.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.