Senior Critical Account Program Manager
Job Description
- Experience in Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
- Ability to confidently engage with senior-level stakeholders, both internally and externally.
- Effective communicator with the ability to have difficult conversations with executives and C-Level stakeholders.
- Ability to influence, negotiate, and delegate as required.
- Effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
- A customer-first attitude and willingness to go the extra mile to foster customer success.
- Ability to work in a fast-paced, challenging environment with global customers.
- Demonstrated ability to lead and motivate others.
- Ability to multitask and prioritize, driving issues to closure on behalf of the customer.
- Creative thinking, adaptability and versatility.
- Ownership for driving progress and resolution of mission-critical issues for customers.
- Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans.
- Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
- Act as a regional point of contact for CAP process and procedures, and participate in process improvements.
- Demonstrate strong judgment at risk management and problem mitigation, making timely business and technical decisions.
- Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
- BA/BS in Computer Science or equivalent practical experience.
- Minimum 10+ years of Customer Escalation Experience, experience leading technical support, customer support, and/or services delivery teams.
Company Description
Our Mission
At everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
Job Description
We are looking for a senior and experienced customer support manager with experience working with customers in escalated situations. In this role, you will lead and manage the resolution of customer's critical issues by building and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
This is a strategic, high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing the business relationship and/or sales opportunities with key customers. These escalations typically have executive visibility and involve issues that span product, service, support, and other business functions across the company.
In leading the virtual team, you will liaise with and work across various functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.
Key Responsibilities
Ownership for driving progress and resolution of mission-critical issues for customers.
- Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
- Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other invested parties.
- Act as a regional point of contact for questions related to the CAP process and procedures. Participate or take ownership of process improvements.
- Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
- Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
Your Impact
Engage and lead cross-functional and geographically dispersed teams to address critical situations
Effectively communicate (verbal and written) critical issue status to executive staff, sales teams, and other invested parties
Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues.
Qualifications
- BA/BS in Computer Science or equivalent practical experience
- Minimum 10+ years of Customer Escalation Experience, experience leading technical support, customer support, and/or services delivery teams
Preferred Qualifications
- Experience in Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
- Ability to confidently engage with senior-level stakeholders, both internally and externally; An effective communicator with the ability to have difficult conversations with executives and C-Level stakeholders
- Ability to influence, negotiate, and delegate as required; effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
- A customer-first attitude and willingness to go the extra mile to foster customer success
- Ability to work in a fast paced, challenging environment with global customers
- Demonstrated ability to lead and motivate others.
- Ability to multitask and prioritize; driving issues to closure on behalf of the customer.
- Creative thinking, adaptability and versatility.
