Senior Critical Accounts Program Systematic Manager

Company Overview

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 that is the highest in the industry

• Industry analysts and press applaud Pure's leadership across these dimensions

• And, our 6,000+ 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.

Position Overview

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage CAP (Critical Accounts Program) is the highest level of escalation in our company. CAP is responsible for resolution of high-impact systemic challenges and critical, time-sensitive customer issues. We're looking for a Senior Critical Accounts Program Systematic Manager-a highly motivated, natural leader and problem-solver.

Responsibilities

• Own resolution of complex, systemic business challenges impacting Pure, customers, and/or partners.

• Manage critical customer escalations as needed.

• Investigate issues, assess impact, and define program structure-including stakeholder heatmaps and problem analysis.

• Build and lead cross-functional teams to create/drive remediation plans and implement process/operational changes.

• Own executive-level engagement and communications to secure alignment, facilitate decisions, and remove obstacles.

• Identify gaps in process, personnel, and tooling-working to define holistic remedies.

• Collaborate with Sales, Engineering, Finance, and Support teams to understand root cause, mitigation, and future avoidance.

• Drive CAP post-mortem and lessons learned, which may include follow-through, documentation, and implementation of corrective actions.

• Operate all engagements with appropriate sense of urgency, holding oneself and others accountable for actions and deliverables.

• Engage/lead wide-ranging Customer Experience initiatives as required.

Qualifications

• Extensive Systemic or Critical Incident Management experience with the ability to work in a highly-matrixed environment.

• Minimum 12 years driving corporate or organizational change in a Fortune 500 company.

• Minimum 7 years managing executive-level escalations.

• Outstanding leadership and facilitation skills; able to manage complex conditions and drive accountability at all levels.

• Ability to create policies and processes where they do not exist, develop and implement governance where required, and bring order where there is complexity and uncertainty.

• Strong project management and situational leadership experience.

• Effective communicator, able to speak/write concisely with appropriate sense of urgency.

• Ability to prioritize, multitask, influence, negotiate, and delegate with urgency and ownership.

• Manage crisis situations outside of normal working hours as needed.

• Dedication to understanding cause and effect-ability to unravel complicated problem statements and work with cross-functional teams to determine required areas of improvement.

• Adapt to change and effectively organize work according to business priorities.

• Ability to lead/facilitate both technical and strategic conversations-with internal and external customers.

• Professional assertiveness and executive presence.

• Bachelor's degree required; equivalent experience considered.

• Business acumen in one or more of the following: vendor ecosystems, partner selling models, technical support, product management, enterprise delivery.

• Certifications: PMP, PgMP, Six Sigma, or equivalent experience.

INCLUDE IF THE JOB'S LOCATION IS REMOTE:

#LI-REMOTE

Pay Range

USD $112,000.00 - USD $238,000.00 /Yr.

Pay Transparency Statement

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

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.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

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.

If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops@purestorage.com.

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.

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.