About this role

Serve as the central point of contact between Sales, Engineering, Services, and the Customer.
Own the communication strategy for all open issues, including status updates, progress reports, and risk mitigation planning.
Schedule and facilitate regular calls with stakeholders, ensuring alignment and accountability.
Manage the cadence and progress of issue resolution
Maintain detailed documentation and tracking using tools such as Salesforce, Jira, and internal ticketing systems.
Create and deliver customer-facing presentations to report on issue status and service improvements.
Ensure seamless collaboration across global teams while working within the US time zone, with flexibility depending on the account distribution.

Bachelor's degree in Computer Science, Engineering, or related field
Typically, 6+ Years of customer facing service, engineering support or related delivery roles.
Experience in Service/Technical Escalation Management a plus

Critical Account Manager

Key skills