Critical Accounts Program, Manager

Pure Storage•Published 3 hours ago•First seen 3 hours ago

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem.

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 the Critical Account Program, Manager you will serve as the strategic owner for Everpure’s highest level of escalation engagement. You will lead cross-functional teams to resolve complex, systemic product and operational issues while protecting customer trust and brand reputation. In this role, you will bridge technical execution with executive strategy, maintaining visibility across all levels of leadership. Your primary focus will be driving timely resolutions, establishing operational governance, and converting crisis situations into continuous organizational learning.

WHAT YOU'LL DO

Drive Strategic Escalation Management: Lead cross-functional engagement teams to systematically resolve high-priority customer and product escalations, safeguarding Everpure’s brand equity and customer relationships.
Establish Governance & Operational Standards: Define, build, and maintain scalable governance, policies, and standard procedures to bring clarity and structure to complex, ambiguous crisis situations.
Manage Executive & Crisis Communications: Serve as the primary liaison to senior executive leadership and C-level customer contacts, delivering transparent updates on critical issues, recovery progress, and post-mortem insights.
Oversee Program Metrics & Continuous Improvement: Create, analyze, and report key performance indicators (KPIs) to drive continuous service improvements, optimize team workflows, and coach management teams on escalation best practices.
Lead Post-Mortem & Preventative Initiatives: Facilitate rigorous root-cause analyses following major engagements to identify systemic issues, document lessons learned, and prevent repeat occurrences across product and operational lines.

WHAT YOU BRING

Experience: 7-10+ years of experience in executive customer escalations and 10+ years of management experience.
Education: Bachelor’s degree required; equivalent experience considered.
Executive Escalation & Incident Leadership: Deep expertise leading high-stakes customer escalations, navigating crisis situations under pressure, and applying structured frameworks to resolve complex problem statements.
Cross-Functional & Executive Alignment: Exceptional ability to partner with and influence cross-functional technical teams, manage executive expectations, and communicate clearly across all organizational tiers from engineers to C-level executives.
Governance & Process Design: Proven track record in establishing operational governance, developing KPIs, and creating policies and workflows in complex, fast-changing environments.
Technical & Incident Management Proficiency: Strong familiarity with enterprise incident management platforms (such as ServiceNow) and the ability to coordinate technical resources effectively during critical events.

#LI-REMOTE

Salary 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.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is:

$134,000-$201,000 USD

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 http://benefits.everpuredata.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.