Critical Accounts Manager

Job not on LinkedIn

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $134k - $201k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Pure Storage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Pure Storage is a leader in the field of data storage platforms, renowned for its innovative solutions in the industry. It has been consistently recognized as a leader in the Gartner Magic Quadrant for both Primary Storage Platforms and File and Object Storage Platforms, achieving the highest marks in Execution and Vision. Pure Storage provides scalable and sustainable storage solutions that cater to both enterprise and cloud needs, emphasizing zero downtime and seamless performance. It offers a range of services including AI infrastructure, cloud deployments, and data protection, making it a critical player in modern data management.

📋 Description

• Serve as the strategic owner for Everpure’s highest level of escalation engagement • Lead cross-functional teams to resolve complex, systemic product and operational issues • Protect customer trust and brand reputation • Bridge technical execution with executive strategy and maintain visibility across leadership levels • Drive timely resolutions and establish operational governance • Convert crisis situations into continuous organizational learning • Lead high-priority customer and product escalations • Define, build, and maintain scalable governance, policies, and standard procedures • Serve as primary liaison to senior executives and C-level customer contacts • Deliver updates on critical issues, recovery progress, and post-mortem insights • Create, analyze, and report KPIs • Optimize team workflows and coach management teams on escalation best practices • Facilitate root-cause analyses, document lessons learned, and prevent repeat occurrences

🎯 Requirements

• 7–10+ years of experience in executive customer escalations • 10+ years of management experience • Bachelor’s degree required; equivalent experience considered • Deep expertise leading high-stakes customer escalations and incident leadership • Experience navigating crisis situations under pressure and resolving complex problems using structured frameworks • Ability to partner with and influence cross-functional technical teams • Ability to manage executive expectations and communicate across organizational tiers, from engineers to C-level executives • Proven experience establishing operational governance, developing KPIs, and creating policies and workflows in complex, fast-changing environments • Familiarity with enterprise incident management platforms such as ServiceNow • Ability to coordinate technical resources during critical events

🏖️ Benefits

• Flexible time off • Wellness resources • Company-sponsored team events • Growth and development support • Employee Resource Groups • Disability accommodations throughout the hiring process • Incentive pay and/or equity may be available