Service Account Manager

Responsibilities
• Functions as the single point-of-contact for service activities, educates the customer on Pure service delivery, tools and interfaces.
• Communicates relevant service updates and recommendations to both internal account team & external customers to ensure a level of compliance and performance
• Collaborates with Pure resources and customer during escalations
• Leverages phone home data analysis to provide customer environment insight
• Accountable for Change control management to ensure stability of environments
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability
• Attends customer site occasionally (at least once per quarter) or as appropriate
• Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements
• Leads preparation for customer quarterly business review
• Interacts regularly with the operations team at the customer site
• Assists in ensuring accuracy of service maintenance contracts billing