Service Delivery Manager
Employee
100% Remote –
3/20/24
Service Delivery Manager
Location: Quebec City, Quebec, Canada
Job Description:
BE PART OF BUILDING THE FUTURE.
What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?
The answer is data, — all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions.
Pure is blazing trails and setting records:
For ten 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 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
IF YOU ACCEPT THIS CHALLENGE…
We are seeking a Service Delivery Manager for our Global Client Advocacy Service. You will be part of the best support team in the industry. Our culture is based on five core values: customer first, teamwork, creativity, responsibility and perseverance. You will be the lead representative of Pure’s support organization in the region. The incumbent will play a cross-functional role and serve as a liaison between the customer, sales and customer support organization to ensure customer success in the assigned region.
You will be the lead representative of Pure’s support organization in the industry. You will be the primary liaison for all matters relating to Pure’s customer, partner and sales support in the region.
You will be responsible for conducting support presentations to potential customers (including existing customers), generating incident reports and/or performing root cause analysis in person at customer sites or remotely.
You will be the trusted support advisor in the region for internal and external customers.
You will advance customer needs and issues across organizations, ensure customer voices are heard, build and maintain strong customer relationships, and become familiar with processes, teams and customer environment to accelerate engagement and resolution time.
You will solicit feedback from customers/account teams on the overall Pure experience (products and services), channel feedback into the support organization, ensure all nuances are highlighted and addressed by working with teams cross-functional (support, engineering, marketing, sales, product, etc.) so that PURE can deliver a world-class customer support experience.
You will manage escalations and expectations from customers and application service providers. You will assume responsibility for crisis management from start to finish while working with cross-functional teams to ensure the appropriate resources are mobilized to resolve the issue and execute all follow-up actions.
WHAT YOU SHOULD BRING FOR THIS ROLE…
Have at least seven years of experience supporting Fortune 500 companies, preferably in the storage, virtualization, networking, or enterprise applications industry.
Have experience in account management, intervention management and the technical sector.
Possess a proven ability to establish responsibilities and manage critical escalations, from initial reporting to closure.
Demonstrate strong ability to set priorities and good ability to manage crises, sometimes outside of normal working hours.
Have a customer/partner oriented approach, know customer requirements well and respect commitments while working with field teams, those responsible for strategic and global account management and administrative resources.
Possess strong writing, verbal communication and presentation skills, including the ability to produce technical documents relating to customer relations and root cause analysis.
Have the ability to work effectively in high-stress situations and collaborate with strategic and critical accounts at all levels.
Demonstrate excellence in highly stressful situations and get involved in problem solving, with an adapted approach and by placing customers at the center of their concerns within the framework of engagements at all levels.
Willingness and ability to travel throughout the region.
Be willing to work occasionally outside of normal working hours and on weekends.
#LI-RS #LI-Remote
BE YOU—CORPORATE CLONES NEED NOT APPLY.
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.
Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.
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.
PURE IS COMMITTED TO EQUALITY.
Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.
Pure is proud to be an equal opportunity and affirmative action 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.
APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.
If you’re wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.
Tagged as: Remote, Telecommute, Work From Home