Critical Accounts Program Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take full ownership of managing critical customer escalations for significant accounts throughout the EMEA region.

• Develop action plans, establish communication schedules, define stakeholder roles, and set resolution milestones to achieve key objectives.

• Utilize sound judgment in risk management and problem-solving, making prompt decisions from both business and technical viewpoints.

• Lead post-mortem analyses and lessons learned sessions to ensure that preventive and corrective measures are followed through to completion.

• Detect recurring themes in escalations to foster continuous improvements in product, processes, communication, and operational readiness.

• Collaborate cross-functionally with Support, Engineering, Product, Customer Success, and Executive Leadership.

• Maintain customer trust and business outcomes during complex escalation scenarios.

⛳️ Requirements

• Display a strong sense of curiosity and actively explore AI tools, with a proven track record of incorporating new technologies to improve daily workflows and enhance problem-solving capabilities.

• Possess experience in program or project management related to critical issues within a cross-functional environment involving sales, customers, and partners.

• Exhibit strong executive communication, stakeholder management, and cross-functional leadership abilities.

• Demonstrate high stress tolerance, maintaining composure under pressure while handling ambiguity, tension, and unpredictable workloads.

• Have 8+ years of experience in customer-facing roles related to incident management, escalation management, technical account management, service delivery, or support leadership.

• Be familiar with support escalation frameworks, incident management procedures, or critical account governance.

• Preferably possess a background in cybersecurity, network security, SaaS, or cloud operations.

• Able to communicate effectively with a diverse audience, ranging from engineering teams to customer executives (preferred).

• Previous experience interacting directly with senior customer executives and internal executive leadership is preferred.

🏝️ Benefits

• A variety of health plans.

• Time off plans for vacation and sick leave.

• Options for parental leave.

• Retirement plan options.

• Education reimbursement opportunities.

• In-office perks available.

• A hybrid working model.