Critical Account Manager

Location: Home office-based; up to 10% travel; work across multiple time zones

Company

Healthcare technology and pharmacy automation context focused on complex enterprise customer outcomes.

What you will do

• Lead high-impact customer recovery engagements to restore confidence and improve measurable business outcomes.
• Assemble and coordinate cross-functional teams to execute recovery, mitigation, and resolution strategies.
• Identify risks, analyze root causes, use data to guide decisions, and remove barriers to recovery.
• Present progress, risks, recommendations, and recovery strategies to senior leaders and executive stakeholders.
• Lead proactive and systemic engagements that prevent escalations, contain cross-customer risks, and deliver durable resolutions.
• Convert retrospectives and lessons learned into repeatable process, product, and operating model improvements.

Requirements

• 7+ years of experience in customer operations, customer success, account management, escalation management, or a related function.
• 3+ years leading customer recovery, crisis management, customer quality, or other high-impact customer engagements.
• 3+ years of project or program management experience handling multiple complex initiatives simultaneously.
• Experience leading cross-functional initiatives with executive and matrixed stakeholders without direct authority.
• Strong analytical, problem-solving, business acumen, systems thinking, and executive communication skills.

Nice to have

• Bachelor’s degree.
• Experience in healthcare, healthcare technology, pharmacy automation, supply chain, or complex enterprise technology.
• Experience with process improvement or operational excellence methodologies such as Lean Six Sigma.
• PMP or comparable project/program management certification.

Culture & Benefits

• Home office-based work with collaboration across multiple time zones.
• Up to 10% travel.
• Work involving video conferencing and extended periods at a computer.
• Emphasis on customer advocacy, accountability, continuous improvement, and cross-functional collaboration.