Critical Accounts Program, Manager

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Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE As the Critical Account Program, Manager you will serve as the strategic owner for Everpure’s highest level of escalation engagement. You will lead cross-functional teams to resolve complex, systemic product and operational issues while protecting customer trust and brand reputation. In this role, you will bridge technical execution with executive strategy, maintaining visibility across all levels of leadership. Your primary focus will be driving timely resolutions, establishing operational governance, and converting crisis situations into continuous organizational learning. WHAT YOU'LL DO Drive Strategic Escalation Management: Lead cross-functional engagement teams to systematically resolve high-priority customer and product escalations, safeguarding Everpure’s brand equity and customer relationships. Establish Governance Operational Standards: Define, build, and maintain scalable governance, policies, and standard procedures to bring clarity and structure to complex, ambiguous crisis situations. Manage Executive Crisis Communications: Serve as the primary liaison to senior executive leadership and C-level customer contacts, delivering transparent updates on critical issues, recovery progress, and post-mortem insights. Oversee Program Metrics Continuous Improvement: Create, analyze, and report key performance indicators (KPIs) to drive continuous service improvements, optimize team workflows, and coach management teams on escalation best practices. Lead Post-Mortem Preventative Initiatives: Facilitate rigorous root-cause analyses following major engagements to identify systemic issues, document lessons learned, and prevent repeat occurrences across product and operational lines. WHAT YOU BRING Experience: 7-10+ years of experience in executive customer escalations and 10+ years of management experience. Education: Bachelor’s degree required; equivalent experience considered. Executive Escalation Incident Leadership: Deep expertise leading high-stakes customer escalations, navigating crisis situations under pressure, and applying structured frameworks to resolve complex problem statements. Cross-Functional Executive Alignment: Exceptional ability to partner with and influence cross-functional technical teams, manage executive expectations, and communicate clearly across all organizational tiers from engineers to C-level executives. Governance Process Design: Proven track record in establishing operational governance, developing KPIs, and creating policies and workflows in complex, fast-changing environments. Technical Incident Management Proficiency: Strong familiarity with enterprise incident management platforms (such as ServiceNow) and the ability to coordinate technical resources effectively during critical events. Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. There is no application deadline and we accept applications on an ongoing basis until the job is filled. The annual base salary range is: $134,000—$201,000 USD WHAT YOU CAN EXPECT FROM US: Innovation : We celebrate those who think critically, like a challenge, and aspire to be trailblazers. Growth : We give you the space and support to grow along with us and to contribute to something

Everpure（纽约证券交易所代码：P）已从存储领域的先驱发展为数据平台，2026财年营收达37亿美元，迎来首个十亿美元季度，并加速增长进入2027财年。我们的战略议程涵盖定义下一个技术时代的企业——超大规模云服务商、AI实验室、AI硬件供应链、数据平台提供商以及更广泛的AI生态系统。这类工作——改变世界的工作——正是科技行业创立的根基。因此，如果你准备好抓住无限机遇并留下自己的印记，欢迎加入我们。职位概述 作为关键客户项目经理，你将担任Everpure最高级别升级参与的战略负责人。你将领导跨职能团队解决复杂的系统性产品和运营问题，同时保护客户信任和品牌声誉。在这一角色中，你将架起技术执行与高管战略之间的桥梁，在各级领导层中保持可见度。你的主要重点将是推动及时解决、建立运营治理，并将危机情境转化为持续的组织学习。你将做什么 推动战略升级管理：领导跨职能参与团队，系统性地解决高优先级的客户和产品升级问题，维护Everpure的品牌资产和客户关系。建立治理运营标准：定义、构建和维护可扩展的治理、政策和标准流程，为复杂、模糊的危机情境带来清晰度和结构。管理高管危机沟通：担任高级行政领导层和C级客户联系人的主要联络人，就关键问题、恢复进展和事后洞察提供透明的更新。监督项目指标与持续改进：创建、分析并报告关键绩效指标（KPI），以推动持续的服务改进、优化团队工作流程，并指导管理团队掌握升级最佳实践。领导事后预防性举措：在重大参与活动后推动严格的根因分析，以识别系统性问题、记录经验教训，并防止在产品线和运营线中重复发生。我们期望你具备 经验：7-10年以上高管客户升级经验及10年以上管理经验。教育：要求学士学位；同等经验亦可考虑。高管升级事件领导力：在领导高风险客户升级、在压力下应对危机情境以及应用结构化框架解决复杂问题方面具有深厚专业知识。跨职能高管协调：具备与跨职能技术团队合作并施加影响的卓越能力，管理高管期望，并在从工程师到C级高管的各组织层级间清晰沟通。治理流程设计：在复杂、快速变化的环境中建立运营治理、制定KPI以及创建政策和工作流程方面拥有经过验证的业绩记录。技术事件管理能力：熟悉企业事件管理平台（如ServiceNow），并具备在关键事件期间有效协调技术资源的能力。薪资范围根据角色、级别和地点确定。对于面向多个地理位置候选人的职位，基本薪资范围反映适用地点的劳动力市场。该角色可能有资格获得激励薪酬和/或股权。没有申请截止日期，我们持续接受申请直至职位招满。年度基本薪资范围为：134,000美元—201,000美元 我们为你提供什么：创新：我们赞赏那些批判性思考、喜欢挑战并立志成为开拓者的人。成长：我们为你提供空间和支持，让你与我们一起成长，并为有意义的事业做出贡献

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