Service Delivery Manager, Quebec

5 months ago

Montréal, Canada Pure Storage Full time

Company Overview:
**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 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 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.

Position Overview:
Nous sommes à la recherche d’un gestionnaire de prestation de services pour notre Service mondial de défense des intérêts des clients. Vous ferez partie de la meilleure équipe de soutien de l’industrie. Notre culture repose sur cinq valeurs fondamentales : la priorité donnée au client, le travail d’équipe, la créativité, la responsabilité et la persévérance. Vous serez le représentant principal de l’organisation de soutien de Pure dans la région. Le titulaire du poste jouera un rôle interfonctionnel et fera office d’agent de liaison entre la clientèle, les ventes et l’organisation de soutien à la clientèle pour assurer le succès de la clientèle dans la région attribuée.

**Responsibilities**:

- Vous serez le représentant principal de l’organisation de soutien de Pure dans le secteur. Vous serez le principal agent de liaison pour tout ce qui concerne le soutien qu’offre Pure à la clientèle, aux partenaires et au Service des ventes de Pure dans la région.
- Vous serez responsable de la réalisation de présentations de soutien aux clients potentiels (y compris les clients existants), de la production de rapports d’incident et/ou de l’analyse des causes profondes en personne aux sites des clients ou à distance.
- Vous serez le conseiller de confiance en matière de soutien dans la région pour les clients internes et externes.
- Vous mettrez de l’avant les besoins et les problèmes des clients dans l’ensemble des organisations, veillerez à ce que la voix des clients soit entendue, nouerez et maintiendrez de solides relations avec les clients et vous familiariserez avec les processus, les équipes et l’environnement de la clientèle pour accélérer l’engagement et le temps de résolution.
- Vous solliciterez les commentaires des clients/équipes responsables des comptes sur l’expérience globale concernant Pure (produits et services), canaliserez les commentaires dans l’organisation de soutien, veillerez à ce que toutes les nuances soient soulignées et traitées en travaillant avec des équipes interfonctionnelles (soutien, ingénierie, marketing, ventes, produits, etc.) afin que PURE puisse offrir une expérience de soutien à la clientèle de classe mondiale.
- Vous gérerez les escalades et les attentes des clients et des fournisseurs de services applicatifs. Vous assumerez la responsabilité de la gestion de crises du début à la fin tout en travaillant avec des équipes interfonctionnelles pour faire en sorte que les ressources appropriées soient mobilisées pour résoudre le problème et exécuter toutes les mesures de suivi.

Qualifications:

- Avoir de l’expérience en gestion de comptes, en gestion des interventions et dans le secteur technique.
- Posséder une capacité reconnue à établir les responsabilités et à gérer les escalades critiques, du rapport initial à la clôture.
- Faire preuve d’une forte capacité à établir les priorités et d’une bonne capacité à gérer les crises, parfois en dehors des heures de travail normales.
- Avoir une approche orientée vers le client/partenaire, bien connaître les exigences de la clientèle et respecter les engagements tout en travaillant avec les équipes sur le terrain, les responsables de la gestion stratégique et globale des comptes et les ressources administratives.
- Posséder de solides aptitudes pour la rédaction, la communication verbale et la réalisation de présentations, y compris la capacité de produire des documents techniques relatifs aux relations avec les clients et à l’analyse des causes profondes.
- Avoir la capacité de travailler efficacement dans des situations très stressantes et de collaborer avec de

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