Service Account Manager - Technical Customer Success & Escalation Management

Service Account Manager, Portworx

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 Portworx Service Account Manager (SAM), you will own the proactive service governance and operational health of strategic Portworx customer accounts. You will act as the bridge between Support, Engineering, Sales, and Customer Success to ensure a seamless, high-quality customer experience.

WHAT YOU'LL DO

• Own the service relationship for assigned strategic/BCS Portworx accounts.
• Lead SEV1 and high-impact escalations, ensuring timely mitigation and long-term corrective actions.
• Drive structured service governance through monthly and quarterly service reviews.
• Present case trends, SLA adherence, escalation analysis, and risk insights to customer stakeholders.
• Maintain account-level dashboards tracking case health, aging, and recurring issue patterns.
• Identify systemic risks and implement proactive mitigation plans to reduce repeat escalations.
• Act as the primary service escalation point for executive stakeholders.
• Deliver structured and concise communications during critical incidents.
• Collaborate cross-functionally with TSEs, Escalation Engineers, Engineering, Sales, and CSMs to drive resolution and continuous improvement.
• Participate in detailed RCA documentation in partnership with Engineering and Support teams.
• Educate customers on support best practices and environment optimization strategies.
• Contribute to process improvement initiatives within escalation management and service delivery.
• Support regional non-standard hour or weekend coverage for critical escalations when required.
• The engagement model will involve both reactive escalation handling to proactive service account management, driving improved customer health, reduced risk exposure, and stronger long-term retention.

WHAT YOU BRING

• 6+ years of experience in escalation management, technical account management, service delivery, or enterprise technical support.
• Demonstrated ability to lead high-severity incidents and manage executive-level communications.
• Understanding of Kubernetes, cloud-native platforms, and enterprise storage environments.
• Proven experience managing strategic or enterprise customer accounts.
• Exceptional communication skills with the ability to translate complex technical issues for both technical and non-technical audiences.
• Strong analytical skills to identify trends, risks, and recurring issue patterns.
• Ability to influence cross-functional teams without direct authority.
• Experience collaborating with cross-functional teams.
• Strong organizational and project management skills with the ability to manage multiple high-priority situations simultaneously.
• Customer-first mindset with a proactive, solutions-oriented approach.
• Full time Bachelor’s degree or equivalent experience, ITIL or service management certifications are a plus.

 

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• 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 Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• 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 TA-Ops@purestorage.com 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.

Everpure is proud to be an equal opportunity 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.

Join us and bring your best.

Bring your bold.

Pure and simple.

Experience Level

Senior Level