Program Manager, Global Strategic Accounts, CX
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Company OverviewBE 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 goIf 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 OverviewSHOULD YOU ACCEPT THIS CHALLENGE…Pure's Customer Experience (CX) Global Strategic Accounts Program was established to drive long-term value through strategic alignment with our most valued global enterprise customers. The Program's core mission is to establish and maintain a trusted advisor business partnership that produces mutual innovation and value creation, resulting in measurable outcomes for our strategic accounts. As a critical leader in the Program, the Global Strategic Accounts Marketing Program Manager is responsible for owning and implementing the program's lifecycle including customer-facing features and benefits, program messaging and marketing materials, and the tools, processes and metrics to support the team and program performance..This position requires someone who is a proven leader of strategic program management, experienced in turning voice of customer feedback and ideas into a roadmap strategy, a self-starter with a reputation of accountability and owning execution, building and managing cross-functional team relationships to execute on a program roadmap, demonstrates exceptional marketing and communication (visual, messaging and presentation) skills, proven effectiveness in matrix leadership, experience in building and driving standard processes, communication plans and best practices across a global team, a background in continual service improvement methodology, and capable of envisioning and building operational excellence that generates high customer satisfaction. This role will support a team of Global Strategic Account Service Directors responsible for driving long-term, measurable value with our most strategic customers.ResponsibilitiesWHAT YOU'LL BE DOING…* Own the development and execution of the Global Strategic Accounts program strategy and roadmap following a product management methodology* Create compelling content for various communication channels (e.g., internal and external presentations, videos, email content, RFP content etc.) that articulates the benefits and features of the program* Develop and refine program positioning and messaging that differentiates our program's value in the market.* Aggregate, analyze and amplify voice of customer insights and feedback to understand the customer experience of designated strategic accounts, competitive landscape, market trends, and translate findings into an actionable program strategy, roadmap and feature set.* Build and manage presentation, account plan and communication templates, tools and training materials to support the Global Strategic Account Service Directors and teams supporting designated accounts including sales, service delivery and other cross functional members.* Measure and report on the performance of the program, analyzing the effectiveness and value of different feature sets and actions targeted at achieving customer outcomes.* Project manage and drive continuous improvement activities and problem management trends for designated accounts, leading to swift root cause analysis and remediation/opportunities for improvement* Ensure continuity and quality of communication and reporting across all service functions for designated Global Strategic Accounts (consistent QBR templates, etc.)* Support program leadership to achieve Global Strategic Account Program KPIs for designated accounts including loyalty, satisfaction, diversification of spend and relationship equity* Build and maintain customer scorecard and success index to reinforce business outcomes* Communicate critical success factors and performance to senior leadership with a view to drive best practice across all Global Strategic Accounts* Maintain World Class CSAT and NPS for designated accounts* Build and manage a Customer Advisory Board program as a key customer benefit of designation* Stay up-to-date with industry trends and product knowledge to continuously improve the value of program strategy.QualificationsWHAT YOU BRING TO THE TEAM…* Bachelor's degree in Business, Marketing, Communications or equivalent field of study* 5+ years of experience in strategic program management, product marketing, or a related program mgmt / marketing role, preferably in support of customer-facing roles/functions (i.e. sales, service delivery, strategic accounts)* Strong understanding of marketing principles, strategies, and techniques.* Excellent written and verbal communication skills, with the ability to create clear, concise, and compelling messaging.* Leadership experience in driving continuous improvement, process mapping and communication actions and impacts.* Creative thinker with the ability to generate innovative marketing ideas.* Strong organizational and project management skills, with the ability to manage multiple projects simultaneously in a fast-paced environment.* Exceptional product marketing skills including visual/design, template & presentation creation, visual representation of ideas* Positive attitude, attention to detail and customer service focus* Must be creative, collaborative, constructive* Excellent presentation skills and comfortable sharing thought leadership with Executive stakeholders from Pure, Customers, and Partners* Ability to influence through persuasion, negotiation and consensus building* Strong business and financial acumen* Solid analytical skill and process-oriented mindset* Exceptional written skills and competence with business applications used to construct documents, financial analysis, or presentations* Experience working in a matrix environment.Nice-To-Haves:* ITIL Foundations certification or comparable industry certification* PMP or comparable industry certification* Strategic Account Management Association certification or comparable industry certification* Experience in the data storage industryPay RangeUSD $100,000.00 - USD $218,000.00 /Yr.Pay Transparency StatementSalary 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 APPLYPure 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 ...@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.