Service Account Manager / Product Advisor

Service Account Manager (SAM) — Tokyo

New service/Product - Portworks mainly and other Everpure products and services as well

Own the customer experience. Turn technical trust into business growth.

The Opportunity

As a Service Account Manager, you won't just keep systems running — you'll be the strategic bridge between world-class storage infrastructure and the business outcomes our customers care about most. You'll act as a trusted advisor to some of Japan's most strategic enterprise environments, orchestrating global resources to resolve critical incidents, drive proactive system health, and turn operational reliability into long-term customer loyalty and growth.

If you thrive at the intersection of deep technical credibility and executive-level relationship building — and want a role where your voice directly shapes both customer strategy and Pure's service delivery model — this is built for you.

顧客の"信頼できるアドバイザー"として。技術的な安定を、ビジネスの成長へ。

SAMは、Pure製品を戦略的に運用する顧客にとっての信頼できるアドバイザーです。社内の高度なツールとデータインサイトを駆使してシステムの健全性を分析・可視化し、顧客への提言と推奨アクションを主導します。アカウントチームと連携しながらビジネス戦略を理解し、営業機会の創出にも貢献する — テクニカルな専門性とビジネス視点の両方が求められるポジションです。

What You'll Own

• Service Orchestration:

顧客向けサービス活動における単一窓口として、サポート提供全体をオーナーシップを持って推進。ツール活用を通じ顧客の運用自立度を高める。

• Proactive System Health:

顧客経営層との定例運用・ビジネスレビューを主導。データに基づく提言でリスクを低減し、システムの高可用性を維持。

• Global Escalation Leadership:

技術エスカレーション時の要となり、APJおよびグローバル部門を横断したチームを組成・主導し、迅速な解決へ導く。

• Business Impact Strategy:

営業チームと連携し、サービス提供を顧客のビジネスゴールに整合。契約更新や拡大機会の創出に直接貢献。

• Operational Innovation:

現場で得た知見を組織にフィードバックし、プロセス改善やサービス提供体制の強化に貢献。

• Also in scope:

その他業務範囲：保守契約・インストールベース／請求状況の管理、定期的な顧客訪問（必要に応じたデータセンターへのオンサイト対応を含む）を通じた長期的な信頼関係構築、顧客満足度を中核指標とした契約更新・拡大への責任。

What You Bring

• Technical Infrastructure Mastery — Hands-on experience with enterprise storage (FlashArray, FlashBlade, or equivalent), container platforms such as Kubernetes, and operational automation via scripting or ITSM integration.

Technical skills related to Cloud Native

Experience in project management, and experience managing mid- to long-term relationships with the same client accounts

• Strategic Communication & Influence — Strong facilitation, negotiation, and conflict-management skills, with a proven ability to influence stakeholders across a matrixed, global organization.

• Bilingual Fluency — Native-level Japanese and business-level English, enabling seamless collaboration between local customers and international APJ teams.

• Solution-Oriented Leadership — A track record of managing complex initiatives with a results-driven mindset, building lasting professional relationships and solving hard technical problems.

• 3+ years of enterprise infrastructure operations experience (vendor, SIer, or in-house), ideally including on-site/managed-service operations experience.

Mind and Behavior

1. Proactive – Tends to notice things early and likes to take initiative when possible.

1. Starts with "Why" – Tries to understand the purpose behind actions before diving in.

1. Self-Disciplined – Generally consistent and reliable, even without close supervision.

1. Critical Thinking – Comfortable thinking things through logically and considering different angles.

1. Team Player with Professionalism – Works well with others and maintains a respectful, professional attitude.

1. Speak Up in Meetings – Willing to share thoughts and input rather than staying quiet.

Why This Role

• Executive exposure — Regular, direct engagement with customer C-level stakeholders, shaping strategy rather than just executing tickets.

• Global stage, local depth — Lead cross-functional resolution efforts spanning APJ and global teams, while remaining deeply embedded with your Tokyo-based accounts.

• Influence beyond your desk — Your field insights directly shape Pure's service delivery framework — not just your own accounts.

• Career runway — A natural path from technical trusted-advisor to strategic account leadership, at a company defining the next generation of enterprise data infrastructure.

Location: Tokyo office (in-office environment, per Pure's policy; PTO, travel, and approved leave excluded).

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