Critical Accounts Program Manager
hace 4 semanas
Critical accounts program managers are responsible for advancing operational excellence through advanced escalation expertise and proactive risk mitigation for clients. This pivotal role resolves critical issues beyond standard processes and escalations to ensure customer satisfaction. Critical accounts program managers foster cohesion and collaboration within the Technical Field Operations organization and across other cross-functional partners to achieve optimal customer satisfaction.
Key Responsibilities
- Foster cohesion and collaboration within the Technical Field Operations organization and across other cross-functional partners
- Resolve critical issues beyond standard processes and escalations
- Drive positive customer outcomes and redefine perceptions of the company
- Assemble and drive cross-functional, geographically dispersed teams in the development and execution of action plans to address critical customer issues
- Efficiently and effectively communicate risk status internally and externally
- Engage executive leaders on CAP escalations
- Identify risk trends and develop plans to prevent future problems
- Own systems for CAP documentation, status tracking, dashboards, and communication between stakeholders to ensure successful remediation
- Establish, drive, and continuously improve standards for processes that promote a high standard for program delivery and efficiency of teams
- Work closely with leadership teams and operational teams on priority and productivity process improvements
Requirements
- 5+ years of TAM, CSM, or field solutions program management experience with focused technical aptitude or IT Risk Management role
- Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
- Proven experience working on risk mitigation projects with large and dynamic enterprise companies
- Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and effectively convey complex solutions to diverse audiences
- Demonstrated ability to analyze complex technical problems and develop innovative solutions
- Experience working well in a highly dynamic cross-functional team that focuses on providing above-industry standard customer service
- Proven ability to work cross-functionally with teams such as Product Management, Support, Engineering, Professional Services, Sales, and Technical Success
What's Nice to Have
- Knowledge of, and experience with, any of the tools in the HashiCorp portfolio
- Relevant technical certifications (Incident Management Training, Project Management Professional (PMP), SAFe Portfolio Management, ITIL)
- Proven experience with various project management methodologies such as Agile, Waterfall, Scrum, Kanban, Lean, and hybrid approaches
- Bachelor's degree in Computer Science, Engineering, Information Technology, IT Risk Management, or a related field
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