Director of Customer Risk

Key responsibilities: Build and maintain a comprehensive view of customer risks and escalations, determining severity and accountable ownership for each case Personally lead complex recovery plans and maintain executive-level communication with customers, ensuring they are informed throughout the process Utilize technical judgment to analyze customer issues and facilitate effective solutions in collaboration with Support, Product, and Engineering teams

Required qualifications: Experience in leading complex enterprise software escalations or customer recovery initiatives A hands-on technical background in support engineering, solutions engineering, or technical account management Proven ability to communicate effectively with customer executives during challenging situations Experience in building escalation or customer risk programs with clear prioritization and resolution criteria Strong decision-making skills under pressure, with the ability to influence cross-functional teams without direct authority