Identifying accounts that are at risk of loss or negative brand awareness.
Creating a reportable structure for managing and sharing information around escalations.
Monitoring the number of accounts escalated daily.
Facilitating meetings for all stakeholders on current red accounts.
Reviewing top Hypercare accounts, action plans, and status.
Reporting on all Hypercare accounts & trends.
Own and manage a portfolio of Hypercare accounts.
Coordinate with support, engineering, sales, product management, and VS&A teams to drive issue resolution.
Lead technical action planning based on customer issues reported.
Maintain detailed documentation including Hypercare account records, case references, meeting notes, and action plans.
Monitor and flag risks to customer satisfaction; act quickly to course-correct when necessary.
Train with and delegate tasks to support agents while maintaining ownership of deliverables and milestones.
Contribute to process and tooling improvements that scale the Hypercare function.

Requirements

3+ years of experience in project management, technical account management, or technical escalations roles.
Familiarity with network troubleshooting, basic scripting (e.g., Linux command line), and systems integration including APIs, workflows, and automation.
Legal authorization to work in the U.S. indefinitely is required.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementtechnical account managementtechnical escalationsnetwork troubleshootingscriptingLinux command linesystems integrationAPIsworkflowsautomation

Soft Skills

stakeholder facilitationrisk managementcustomer satisfactiondocumentationtrainingdelegationprocess improvementcommunicationownershipissue resolution