Critical Accounts Program (CAP) Manager

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 eight 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 4,000+ 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.   SHOULD YOU ACCEPT THIS CHALLENGE As the highest level of escalation in the company, Critical Accounts Program (CAP) Managers anticipate and solve the critical customer and business problems no one else could. CAP Managers are persistent in driving resolution for critical problems when normal processes aren't enough.  Our CAP Managers are fully empowered to influence outcomes and change the way customers in crisis view Pure.  Job Responsibilities Include: As a CAP Manager, you will work cross-functionally across Pure to resolve the most critical issues. In this strategic, highly visible role, you are passionate about being the ultimate customer advocate.  Assemble and lead multi-functional, multicultural and geographically dispersed teams to address critical customer issues. Effectively collaborate and communicate critical issue status up to CXO levels for Pure, customers and partners. Proactively identify systemic trends, engage stakeholders, develop plans, and drive actions to prevent recurrence and future problems. Primary point of contact for customers and senior Pure management on customers' behalf.   Socialize escalation practices and issue management in order to prevent problems from becoming critical. Navigate and remediate technical and business relationship issues in critical accounts and  in-charge of leading critical situation resolution.  Objectivity and high level strategic mindset with the ability to influence, negotiate and delegate Experience handling situations that are sophisticated, urgent, and potentially costly if not resolved.  Building positive relationships at the executive level, developing trust and respect.  Ability to make decisions with positive outcomes, even with limited availability of needed data. Thinking “outside of the box” Working well in team environments and ability to stand alone.  Taking personal responsibility for all actions taken by the team.   WHAT YOU NEED TO BRING TO THIS ROLE Strong people and project management skills with a minimum of 10 years of experience supporting Fortune 500 companies, preferably in Enterprise storage, virtualization, networking, or Enterprise applications industry Strong sense of ownership, initiative and empowerment and extensive experience with Executive communication. Creative thinking, flexibility and versatility Desire to work across functional, geographic, and cultural boundaries   Desired or Helpful Skills Leadership experience Crisis Management Communications certification Incident Management  ITIL Certified Program Manager (PgM) Project Management Professional (PMP)       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. PURE’S COMPLIANCE WITH THE U.S. GOVERNMENT COVID-19 MANDATE In accordance with Pure’s policies, current and anticipated federal regulations, and our ongoing commitment to prioritizing the health and well-being of our employees, partners, and customers, and the community at large, where permitted by law, all Pure employees and contractors working in the United States are expected to be fully vaccinated against COVID-19 prior to your start date. Should you require an exemption for medical or religious reasons, you must initiate Pure’s exemption request process which will determine if an exemption can be granted in accordance with applicable local, state, and/or federal law.