Critical Accounts Program Manager

📋 Description

• Own the end-to-end management of critical customer escalations for key accounts across the EMEA
• Establish action plans, communication cadences, stakeholder roles, and resolution milestones to
• Apply strong judgment in risk management and problem mitigation, making timely decisions from both
• Drive post-mortem analyses and lessons learned reviews to ensure preventive and corrective actions
• Identify recurring escalation themes to drive continuous improvements in product, process

🎯 Requirements

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new
• Experience in program or project management of critical issues in a cross-functional environment
• Strong executive communication, stakeholder management, and cross-functional leadership skills
• High stress tolerance with the ability to remain calm under pressure while navigating ambiguity
• 8+ years in customer-facing roles across incident management, escalation management, technical
• Familiarity with support escalation frameworks, incident management processes, or critical account

🎁 Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!