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 (e.g., East Coast-heavy accounts).

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
Understanding of various data networking protocols
Good breadth of understanding of networking products, solutions and use cases
Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) and facilitate technical analysis and resolution.
Must support and promote a whatever-it-takes, customer-first culture during issue resolution.

Critical Account Manager

Key skills