Responsibilities/What You'll Do

Lead the global Critical Accounts Program team and escalation process to drive the resolution or critical account situations and escalated issues

• Design, build and execute a set of critical issues processes / mechanisms globally, to ensure customer experience, measured through time to resolve

Lead and grow a diverse team of CAP managers, engineers and Incident managers responsible for responding to, investigating, managing, and resolving high-impact CAP requests, escalations and incidents 24x7x365

• Build processes and capacity/investment strategy that allow the team to scale to 5x growth
• Coordinate efforts across multiple teams in order to ensure an effective CAP and escalation response capability.
• Forge tight partnerships (and processes) with internal leaders (and their respective teams) to ensure delivery of a flawless process when working to resolve CAP accounts and escalated issues
• Identify new insights from CAP and escalation incident closure data to help provide feedback to internal and product teams which may have caused the CAP or escalation.
• Deliver consistent, industry leading metrics for CAP accounts and escalations across update timelines, resolution time, customer satisfaction, and process or technology fixes from root causes.
• Redesign and deploy a mechanism for tracking and reporting status of CAP accounts and escalations that can be shared with customers and internal groups, while automating process and alerting
• Develop a closed loop system for eliminating defects that caused the escalation at the source to prevent future issues. A key measure will be the elimination of repeat customer issues of the same type.
• Work with Incident and internal teams on Post Incident and CAP account analysis process, drive efforts around writing and deploying customer facing root cause analysis for CAP accounts, escalations and incidents.

Qualifications/Your Background

• 10+ years of experience using data to drive decision-making and improving operations, communicating to Executives, both internal and external, and leading / managing teams.
• 10+ years experience supporting and troubleshooting globally distributed complex enterprise grade network, application, and security architectures
• 5+ years supporting cloud based technologies
• You will be Customer Focused. Demonstrated results in delivering consistent results in terms of responsiveness, resolution, and CSAT at scale.
• Excellent Communicator. Excellent verbal and written skills (specifically in the documentation and presentation of findings), as the role requires heavy interaction with customers, and strategic partners. Clearly explain highly technical issues to a non-technical audience.
• Tenured experience leading global escalation management teams.
• Demonstrated strategic and tactical thinking, quantitative and analytical skills, in difficult situations.
• Ability to influence and persuade internal partners without formal authority.
• Demonstrated ability to quickly adapt in dynamic environments and staying cool under pressure
• Possess a bias for action - willing to move rapidly and decisively to resolve customer issues.
• Ability to work global hours including weekends and holidays as needed.
• A consistent track record of successfully delivering initiatives from conception through completion.

Preferred Qualifications

** Must be located in San Jose, CA headquarters.

• B.S in Computer Science or other equivalent technology required.
• 5+ years in crisis and escalation management preferred.
• Experience working across geographies and functional teams (e.g. Engineering, Product Management, Operations, Customer Success, Global Support).
• Experience and hands-on skills with operating systems like UNIX, Linux or Windows.
• Prior experience as a Technical Support or Service Engineer.
• 5+ years of experience as an information security architect.
• You will have worked with tools such as JIRA, SFDC, ServiceNow, Slack, wireshark, winMTR, etc..