Critical Accounts Program Director

Job Summary

A company is looking for a Critical Accounts Program (CAP) Director.

Key Responsibilities

• Take ownership of the Critical Accounts Program, including auditing and redesigning program structure and policies
• Develop and maintain clear processes for the CAP lifecycle and ensure delineation of roles across teams
• Lead cross-functional executive meetings and serve as the primary escalation point for critical accounts

Qualifications/Requirements

• Extensive experience in the cybersecurity industry, preferably in engineering or technical support management
• 10+ years of experience in Customer Success, Escalation Engineering, or Technical Account Management
• 3-5 years of experience managing a High-Touch, Critical Account, or Escalation Management program
• Demonstrated ability to engage with and present to C-suite/Executive audiences
• Proven ability to build and optimize complex operational processes and playbooks