Lead Critical Account Manager, APJ
Core
Strategic escalation management for critical customer issues jeopardizing business relationships or sales opportunities, coordinating cross-functional teams to resolve complex challenges.
Role type
Senior Individual Contributor Critical Account Manager (Escalation)
Builds
Resolution plans and action items for high-priority customer incidents
Domain
Enterprise Data Security & Storage
Deliverable
client delivery
Required skills
Escalation management, cross-functional coordination, executive communication, technical problem-solving, SLA management, systemic issue identification, product knowledge
Preferred skills
Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management, AI tool proficiency
Technologies
Data Center, Storage, Networking, Virtualization
Responsibilities
Drive resolution of critical customer issues, lead cross-functional and geographically dispersed teams, communicate status to executives and customers, audit cases for trend analysis, ensure team adherence to action plans and SLAs, identify systemic product/process issues, participate in weekly escalation reviews
Seniority
Senior, hands-on IC
