Critical Accounts Manager

Pure Storage

. Serve as the strategic owner for Everpure’s highest level of escalation engagement .

Posted 10/8/2026full-timeRemote • North Carolina • United StatesSeniorLead💰 $134,000 - $201,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-stakes customer escalations and incident management, with a focus on establishing operational governance and developing KPIs. Proven ability to communicate effectively across organizational tiers and optimize workflows in complex environments.

Highest-signal resume keywords

Executive Customer EscalationsOperational GovernanceKPI DevelopmentCrisis ManagementCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident LeadershipCrisis ResolutionRoot-Cause AnalysisPolicy DevelopmentWorkflow Optimization

Soft Skills

Influencing SkillsCommunication SkillsCoaching Skills

Tools & Technologies

ServiceNow

Industry Keywords

Customer TrustBrand ReputationEscalation Best PracticesComplex Problem SolvingOrganizational Learning

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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