Critical Account Lead

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Take ownership of significant customer escalations from initial intake to customer stabilization.

• Assess the severity of incoming escalations, triage them, and formulate engagement and response strategies.

• Direct cross-functional teams for resolution, collaborating with Technical Support, Product Management, R&D, Customer Success, Services, and Sales.

• Oversee resolution efforts for complex customer issues that involve multiple products, technologies, business units, and support organizations.

• Provide executive-level status updates and escalation communications to both internal stakeholders and customer leadership.

• Keep detailed records of escalations, action plans, and status reports in established systems and processes.

• Conduct post-incident analyses, document root causes, and pinpoint opportunities for improving products, processes, and customer outcomes.

• Assist in developing escalation criteria, critical account pathways, performance metrics, and scalable operational processes for the Critical Account Lead program.

⛳️ Requirements

• A Bachelor's degree in Healthcare, Information Technology, Business, Engineering, or a related field.

• Over 8 years of experience in technical support, escalation management, technical account management, customer success, program management, or similar customer-facing technical roles.

• Proven experience in managing high-severity customer issues that require coordination across multiple teams, products, or business functions.

• Familiarity with healthcare technology environments, hospital IT operations, or medical device technologies.

• Experience with networking technologies and HL7 integrations.

• Proficiency in program and case management tools such as ServiceNow, Salesforce, Smartsheet, Microsoft Project, or similar platforms.

• Must possess authorization to work for any employer in the United States.

🏝️ Benefits

• Medical and dental coverage commencing on the first day of employment.

• Basic life insurance.

• Accident insurance.

• Short-term disability insurance.

• Long-term disability insurance.

• Business travel accident insurance.

• Employee Stock Purchase Plan (ESPP) offering discounted company stock.

• 401(k) Retirement Savings Plan with employee contributions and company matching.

• Flexible Spending Accounts.

• Educational assistance programs.

• Paid holidays.

• Paid time off ranging from 20 to 35 days, depending on length of service.

• Family and medical leaves of absence.

• Paid parental leave.

• Commuting benefits.

• Employee Discount Program.

• Employee Assistance Program (EAP).

• Childcare benefits.

• Reasonable accommodations for individuals with disabilities.