Critical Accounts Manager

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

📋 Description

• Act as the strategic lead for Everpure’s top-level escalation engagements.

• Guide cross-functional teams to address intricate, systemic product and operational challenges.

• Safeguard customer trust and uphold brand reputation.

• Connect technical execution with executive strategy while ensuring visibility across various leadership tiers.

• Propel timely resolutions and establish operational governance.

• Transform crisis scenarios into ongoing organizational learning opportunities.

• Oversee high-priority customer and product escalations.

• Define, create, and sustain scalable governance, policies, and standard operating procedures.

• Act as the primary point of contact for senior executives and C-level customer representatives.

• Provide updates on critical issues, recovery efforts, and insights from post-mortem analyses.

• Generate, analyze, and report on Key Performance Indicators (KPIs).

• Enhance team workflows and mentor management teams on best practices for escalation.

• Conduct root-cause analyses, document lessons learned, and implement measures to prevent recurrence.

⛳️ Requirements

• 7–10+ years of experience in handling executive customer escalations.

• Over 10 years of management experience.

• Bachelor’s degree required; equivalent experience is considered.

• Extensive expertise in leading high-stakes customer escalations and incident management.

• Proven ability to navigate crisis situations under pressure and resolve complex issues using structured methodologies.

• Capacity to collaborate with and influence cross-functional technical teams.

• Proficiency in managing executive expectations and communicating effectively across organizational levels, from engineers to C-level executives.

• Demonstrated experience in establishing operational governance, developing KPIs, and crafting policies and workflows in dynamic, complex environments.

• Familiarity with enterprise incident management tools like ServiceNow.

• Ability to coordinate technical resources during critical incidents.

🏝️ Benefits

• Flexible time off.

• Wellness resources.

• Company-sponsored team events.

• Support for growth and development.

• Employee Resource Groups.

• Disability accommodations throughout the hiring process.

• Incentive pay and/or equity may be available.