Develop and execute a comprehensive customer satisfaction plan
Lead all communication and coordination efforts for critical customer issues
Deliver frequent, concise, and technically accurate updates to customers and executive leadership
Navigate rapidly evolving challenges with creativity, adaptability, and a commitment to achieving mutually beneficial outcomes

5+ years in customer-facing service, engineering support, or related delivery roles
Experience in service or technical escalation management is a plus
Proven ability to manage complex, cross-functional technical issues in high-pressure environments
Broad high level knowledge of networking products, solutions, and use cases
Exceptional ability to collaborate with technical teams (R&D, Field, Partners, third parties)
Outstanding verbal and written communication skills, with confidence leading technical or non-technical bridge calls up to the C-suite level

Critical Account Manager

Key skills