Senior Manager, Critical Account Programs

Job Summary

Building a new capability from the ground up, the remote Senior Manager, Critical Account Programs will manage high-impact customer situations, coordinate cross-functional responses, and establish an operating model for critical account management.

Key responsibilities

• Build the Critical Account Programs operating model, defining frameworks for managing complex customer situations
• Lead and coordinate responses for high-risk customer situations, ensuring alignment across multiple functions
• Communicate effectively with internal executives and customers, providing clear updates and managing expectations during critical situations

Required qualifications

• 10+ years of experience in customer escalations, critical account management, or a related field
• Proven ability to lead complex customer situations with executive visibility
• Exceptional executive communication skills, particularly under pressure
• Experience in building systems and processes to enhance customer experience
• Strong judgment and organizational discipline, with a builder mindset and curiosity about customer needs