Senior Manager, Critical Account Programs

Job Summary

Building a dedicated Critical Account Programs capability, the full-time Senior Manager, Critical Account Programs will lead the management of high-impact customer situations, coordinating cross-functional responses while operating remotely in the United States.

Key responsibilities

• Build the operating model for Critical Account Programs, defining frameworks for managing complex customer situations
• Lead and coordinate responses to high-risk customer situations, ensuring alignment across multiple functions and stakeholders
• Establish communication standards and manage executive-level interactions with both internal leaders and customers during critical situations

Required qualifications

• 10+ years of experience in customer escalations, critical account management, or technical program management
• Proven ability to lead complex customer situations involving technical and business stakeholders
• Exceptional executive communication skills, including experience managing up to senior leadership
• Experience in building systems and processes that improve customer experience
• Strong judgment and organizational discipline, with the ability to remain calm under pressure