Critical Account Program Manager

Pure Storage; United States; Remote; USD 115,000 - 246,000; Full time

Job summary

A leading data storage company is seeking a Critical Account Program Manager to manage executive-level escalations and drive resolution across teams. The ideal candidate has over 5 years of experience in escalation management, a strong technical background, and exceptional leadership skills. This role offers competitive salary and benefits, including flexible time off and wellness resources.

Benefits

Flexible time off

Wellness resources

Company-sponsored team events

Qualifications

• 5+ years of Critical Accounts Program or Escalation Management experience.
• Ability to manage crisis situations and work in a highly-matrixed environment.
• Knowledge in Enterprise Cyber Risk Management and relevant industry certifications.

Responsibilities

• Own executive-level escalations, coordinating cross-functional teams.
• Drive communication on critical product defects.
• Lead efforts to prevent future problems by identifying systemic trends.

Skills

Crisis Management

Influence & Leadership

Strategic Problem-Solving

Technical Acumen

Job description

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

THE ROLE

As a Critical Account Program Manager, you will be at the forefront of the company’s highest level of escalation engagement. You will serve as the primary liaison for executive-level customer and product escalations, taking ownership of customer / systemic issues and driving them to resolution. In this role, you will coordinate cross-functional teams, influence key stakeholders, and protect the Pure brand by ensuring impeccable communication and swift action.

WHAT YOU'LL DO

• Own executive-level escalations, acting as the primary liaison and coordinating cross-functional teams to resolve critical issues impacting customers and the Pure brand.

• Drive internal and external communicationon critical product defects and security vulnerabilities, providing status updates up to the executive level for customers, partners, and internal staff.

• Lead proactive efforts to prevent future problemsby identifying systemic product and operational trends, engaging business owners, and implementing improvement plans.

• Manage the Critical Account Program (CAP) post-mortem process, ensuring a full follow-through on lessons learned, documentation, and implementation of all associated corrective actions.

• Collaborate with cross-functional teamsto understand the root causes of product and service concessions and govern the overall concession program from the customer experience perspective.

WHAT YOU BRING

• Exceptional Crisis Management: A minimum of 5 years of Critical Accounts Program or Escalation Management experience with a demonstrated ability to manage crisis situations, multitask, and work in a highly-matrixed environment.

• Influence & Leadership: Proven experience influencing and delegating tasks to cross-functional teams with a strong sense of urgency and accountability to achieve key objectives.

• Strategic Problem-Solving: The ability to unravel complicated problem statements, identify systemic issues, and create policies and processes where they do not exist.

• Technical Acumen: Specific knowledge in areas such as Enterprise Cyber Risk Management, Security Frameworks (NIST, ISO27001), and/or relevant industry certifications (CISM, CRISC, CISSP).

#LI-REMOTE

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.

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

The annual base salary range is: $115,000 — $246,000 USD

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area, Fortune's Best Workplaces for Millennials and certified as a Great Place to Work!
• Pure Team: We build each other up and set aside ego for the greater good.

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.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [e-mail] if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. 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 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.

JOIN US AND BRING YOUR BEST.

BRING YOUR BOLD.

BRING YOUR FLASH.