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
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
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.)
Must support and promote a customer-first culture during issue resolution
Outstanding communication skills both verbal and written

Critical Account Manager

Key skills