Critical Accounts Program, Manager

Remote · North Carolina · USD 134,000-201,000 / year · 7-10 years experience · Remote · Posted Oct 8, 2026

At a glance

The Critical Accounts Program Manager serves as the strategic owner for Everpure’s highest level of escalation engagement.
This role leads cross-functional teams to resolve complex, systemic product and operational issues while protecting customer trust and brand reputation.
The position bridges technical execution with executive strategy, maintaining visibility across all levels of leadership.

Lead cross-functional engagement teams to systematically resolve high-priority customer and product escalations.
Define, build, and maintain scalable governance, policies, and standard procedures for crisis situations.
Serve as the primary liaison to senior executive leadership and C-level customer contacts.
Deliver transparent updates on critical issues, recovery progress, and post-mortem insights.
Create, analyze, and report key performance indicators (KPIs) to drive continuous service improvements.
Optimize team workflows and coach management teams on escalation best practices.
Facilitate rigorous root-cause analyses following major engagements.
Document lessons learned to prevent repeat occurrences across product and operational lines.

7-10+ years of experience in executive customer escalations.
10+ years of management experience.
Bachelor’s degree or equivalent experience.
Expertise leading high-stakes customer escalations and navigating crisis situations under pressure.
Ability to partner with and influence cross-functional technical teams.
Proven track record in establishing operational governance, developing KPIs, and creating policies.
Strong familiarity with enterprise incident management platforms such as ServiceNow.