Responsibilities
- Detect and track customer accounts vulnerable to churn or reputational impact
- Develop standardized reporting frameworks for escalation tracking and communication
- Track daily volumes of escalated accounts
- Organize and lead stakeholder meetings focused on active high-risk accounts
- Evaluate top-priority Hypercare accounts, including progress on recovery strategies
- Deliver regular reporting on Hypercare account status and emerging trends
- Serve as primary owner for a defined set of Hypercare accounts through the full recovery lifecycle
- Collaborate with support, engineering, sales, product, and validation teams to resolve critical issues
- Develop technical action plans in response to customer-reported problems
- Lead regular check-ins with customers and internal teams to align on progress and expectations
- Keep comprehensive records including account documentation, case IDs, meeting summaries, and action items
- Assess product deployment readiness and stability for escalated customer situations
- Identify potential threats to customer satisfaction and implement corrective measures promptly
- Provide guidance and task delegation to support staff while retaining accountability for outcomes
- Support the development of scalable processes and tools to enhance the Hypercare function
- Be available for occasional non-standard hours based on operational needs
Benefits
- Performance-based incentive programs
- Comprehensive medical, dental, and vision coverage
- 401(k) retirement plan with employer matching
- Ten paid company holidays annually
- Generous paid time off policies
- Employee Stock Purchase Plan availability
- Paid leave for new parents and family care
- Additional benefits available
Compensation
Competitive base salary with bonus potential
Work Arrangement
Remote within the US with rare travel requirements
Team
Cross-functional collaboration with support, engineering, sales, and product teams
Culture
Commitment to a people-first, community-driven environment where individuals are encouraged to bring their authentic selves to work and contribute to a safer world.
Other
- Position is remote with minimal travel to customer locations or internal gatherings
- Candidates must be adept at handling sensitive customer relationships and interfacing with multiple departments
- Growth-focused role offering development in leadership and cross-functional coordination
- Travel requirement is less than 10%
- No relocation assistance provided
- Experienced-level position
- Eligible for employee referral rewards
- Occasional work outside standard business hours may be required based on business needs
Not available
