Sr. Critical Account PM

• Escalation Management:

  • Take full ownership of critical situations impacting strategic customers, including product issue, detection issue and deal-driven feature request, with direct access to R&D and Product Managers

  • Maintain cohesive and comprehensive communications with all stakeholders in multiple tracks, with executive level reporting on progress, action plans and strategy

  • Form a solid understanding of the business impact to the customer, and the internal impact any proposed solution or workaround can have; ensure all parties are aware of the challenges

• Product Development:

  • Maintain feedback channels for exchanging ideas and updates on product feature requests

  • Setup calls with customers on-demand to provide direct feedback

  • Help advise on development priorities using data and customer feedback

  • Track themes, patterns, and systemic gaps to proactively advise to PM for product planning priorities

• Project Management:

  • Organize and maintain strategic product operations projects on behalf of Product Owners

  • Projects usually span multiple teams within the organization

  • Maintain a register of all project’s organization-wide to optimize resource utilization, ensuring that work isn’t being done in silos that could benefit everyone globally 

You have:

• Experience leading and influencing without authority

• Excellent communication skills (both written and verbal) and a strong ability to negotiate, mediate and chair discussions under stressful conditions with ongoing business-critical outages

• Familiarity with Vision One platforms, cloud infrastructure, and/or cyber threat detection solutions.

• A desire to develop a deep awareness of Trend Micro operations and form long-lasting coalitions with key players both internal & external

• An entrepreneurial mindset that balances creative problem solving with the desire to run through walls to deliver outcomes

• You possess the ability to understand complex technical issues and share with different stakeholders at all organisation levels CxO, VP, and engineers both internal and customer

• An analytical, planning, and process building capability

• The ability to occasionally work flexible hours based on business and customer needs in addition to occasional international travel for customer facing meetings or Trend Micro business events

• Ideally 4+ years of industry experience in an operational role and/or 4+ years in a top tier consulting firm, with demonstrated competence handling complex scenarios

• Ideally an undergraduate from a top university in an analytics heavy major (e.g., Engineering or Economics) and/or a graduate degree from a top university in Engineering, Economics, or Business