Global Strategic Account Service Director, Pure Storage

• This position requires someone who is a proven leader of customer experience functions, experienced in building and managing executive customer-facing relationships, proficient in advanced business acumen, composed in the face of customer issues, proven effectiveness in matrix leadership, and capable of envisioning and building operational excellence that generates high customer satisfaction
• 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

Desirable

• As a critical leader in the Program, the Global Strategic Account Service Director is responsible for achieving both program and customer target outcomes within the CX organization, including services and support, for assigned account(s)
• This role will matrix-lead a team of customer-dedicated team members and liaise with various internal and external teams in order to fulfill defined scopes of work and drive customer outcomes
• 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
• 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
• Ownership of Global Strategic Account Program KPIs for assigned account(s) including loyalty, satisfaction, diversification of spend and relationship equity
• Build and maintain customer scorecard and success index to reinforce business outcomes against which role effectiveness will be measured
• Communicate critical success factors and performance to senior leadership with a view to drive best practice across all Global Strategic Accounts
• Maintain “World Class” CSAT and NPS for assigned account(s)
• Build a “Voice of the Customer” program for assigned account(s) that aligns with Global Customer Advisory Board