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).
Support light program management responsibilities related to customer account recovery and strategic issue resolution.
Must be able to develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan.
Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress.

Bachelor's degree in Computer Science, Engineering, or related field or equivalent work experience.
Typically, 6+ years of customer facing service, engineering support or related delivery roles.
Experience in Service/Technical Escalation Management a plus
Program/Project Management of critical issues in a cross-functional and highly charged and technical environment.
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.
Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers and all levels of executive staff.
Ability to work in a highly charged, fast paced and challenging environment and still maintain an effective balance of customer advocacy with HPE Networking's business goals.

Critical Account Manager

Key skills