About the Job
Join an innovative team at Pure Storage as a Senior Service Delivery Manager, where your contributions will help redefine the storage experience for fast-moving, data-driven industries. Our commitment to providing unparalleled customer service is rooted in our five core values: Customer First, Teamwork, Creativity, Ownership, and Persistence. You will serve as a crucial liaison between Customers, Sales, and the Technical Services organization, playing a key role in ensuring customer success in your region.
You will be the primary representative for Pure's Technical Services in the field, responsible for delivering presentations, conducting Root Cause Analyses (RCAs), and advocating for the customer's needs across multiple teams to enhance the overall support experience. Your role will involve managing customer escalations, enhancing team collaboration, and driving continuous improvement initiatives within the organization.
Responsibilities
- Serve as the primary liaison for Pure’s Technical Services to Customers, Partners, and Sales teams.
- Deliver presentations and conduct RCAs to ensure a positive customer experience and trust in support services.
- Develop strong relationships with clients to understand their needs and expedite engagement and resolution times.
- Solicit and channel customer feedback to various teams to enhance service delivery and resolve issues.
- Manage customer escalations with a proactive approach, ensuring effective resource engagement.
- Lead initiatives with the Service Delivery Manager (SDM) team to optimize workload and enhance collaboration with Sales.
- Mentor and onboard new SDMs while creating operational and productivity reports for leadership.
- Effectively communicate account status and issues to both internal and customer executives.
- Drive continuous improvement initiatives to enhance service capabilities and customer experience.
- Promote a culture of innovation, efficiency, and effectiveness within your team and cross-functional teams.
Qualifications
- A minimum of 10 years of experience in a relevant role, preferably within enterprise storage, virtualization, networking, or enterprise applications.
- Proven ability to build and maintain client relationships based on honesty and transparency.
- Strong crisis management skills, with a customer-first mindset, and the ability to handle stressful situations.
- Knowledge of Multi Account Management, Escalation Management, and a technical aptitude for Pure’s technology and offerings.
- Excellent organizational skills to manage multiple accounts and escalations effectively.
- Proficiency in Salesforce and ServiceNow is preferred.
- Strong communication skills, both written and verbal, for presenting technical information and driving difficult conversations.
- Willingness to travel within the region and work outside of standard hours when necessary.
- Native Arabic speaker is preferred.
Company Culture
At Pure Storage, we celebrate individuality and prioritize personal and professional growth. Joining our team means being part of an organization that values unique perspectives and encourages your voice. Our commitment to equality ensures everyone has the opportunity to succeed, and we offer flexible time off, wellness resources, and numerous team-building events to support a healthy work-life balance.
We invite you to embrace this challenge and join us in making a significant impact in the storage industry while advancing your career in a vibrant and supportive environment.
