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Pure Storage
Pure Storage
1,001 – 5,000 Employees
H1B Visa SponsorConsultingHealthcareLogistics
Pure Storage develops data storage platforms for enterprises and cloud environments. Its portfolio supports AI infrastructure, cloud deployments, data protection, and other modern data management needs, with an emphasis on scalable performance, sustainability, and uninterrupted operations. The company’s work spans the storage technologies organizations rely on to manage growing volumes of business-critical data.
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Critical Accounts Manager - North Carolina Remote

Own executive-level escalations and crisis resolution for Everpure’s data platform business. Build governance, monitor KPIs, and turn critical customer and product issues into lasting improvements.

USUnited StatesNCNorth Carolina
$134,000 – $201,000 / year
RemoteFull-timeSeniorLeadEnglish RequiredManager
ServiceNow

Description

  • Own Everpure’s highest level of customer escalation engagement
  • Coordinate cross-functional teams addressing complex, systemic product and operational problems
  • Safeguard customer confidence and the company’s reputation
  • Connect technical delivery with executive strategy while maintaining leadership visibility
  • Accelerate resolution timelines and strengthen operational governance
  • Turn crisis response into ongoing organizational learning
  • Manage urgent customer and product escalations
  • Develop and maintain scalable governance frameworks, policies, and standard procedures
  • Act as the primary contact for senior executives and C-level customer stakeholders
  • Provide status reports on critical issues, recovery efforts, and post-mortem findings
  • Develop, evaluate, and communicate KPI reporting
  • Improve team processes and coach managers on escalation practices
  • Lead root-cause reviews, capture lessons learned, and reduce recurrence

Requirements

  • At least 7–10 years of experience managing executive customer escalations
  • At least 10 years of management experience
  • Bachelor’s degree required, with equivalent experience considered
  • Advanced experience leading high-stakes customer escalations and incident response
  • Ability to manage high-pressure crises and solve complex problems with structured frameworks
  • Skill in partnering with and influencing cross-functional technical teams
  • Ability to manage executive expectations and communicate effectively from engineering teams through C-level leadership
  • Demonstrated experience building operational governance, KPIs, policies, and workflows in complex, rapidly changing environments
  • Familiarity with enterprise incident management tools such as ServiceNow
  • Ability to coordinate technical personnel during critical events

Benefits

  • Flexible paid time off
  • Wellness programs and resources
  • Company-sponsored team activities
  • Professional growth and development support
  • Employee Resource Groups
  • Disability accommodations available throughout the hiring process
  • Incentive compensation and/or equity may be offered

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