Protect customer trust when it matters most

Our customers count on us through planned maintenance, unexpected failures, and everything in between. As the Client Trust & Crisis Response Manager, you lead the customer-facing choreography during high-impact incidents. You give engineers the space to diagnose and restore service while you guide expectations, communicate with clarity, and coordinate the people and partners needed to resolve issues swiftly.

In this role, you will

• Serve as the single customer touchpoint for escalations and critical events.
• Provide timely, well-structured updates that match business audiences and tone.
• Set clear expectations on timelines, scope of impact, and immediate next steps.
• Capture and triage inbound customer requests to prevent disruption to technical work.
• Stay steady under pressure and represent the company with professionalism.
• Engage the right internal teams quickly and remove blockers across the lifecycle.
• Eliminate operational, procedural, or communications friction that slows response.
• Advance escalation paths when added authority or momentum is required.
• Align vendors, site teams, and internal stakeholders to maintain coordinated progress.
• Keep situational awareness across parallel tracks and communicate dependencies.
• Make sure decisions, risks, and inter-team dependencies are communicated clearly.
• Guide incidents through established escalation and response playbooks.
• Manage structured handoffs as ownership shifts between teams and phases.
• Work with technical leads to ensure customer updates are accurate and aligned.
• Document customer-visible outcomes and commitments and report them back.
• Support post-incident reviews focused on escalation quality and communication.
• Continuously improve customer communication playbooks and escalation protocols.

Your background

• Substantial experience leading customer-facing incident or escalation management.
• Exceptional written and verbal communication under high-stakes conditions.
• Fluency in translating technical progress into clear business terms.
• Proven poise, organization, and credibility during pressured situations.
• Advanced coordination and stakeholder management skills.
• Sound judgment in balancing transparency, accuracy, and timing.

Preferred experience

• SRE, operations, technical account management, or incident management background.
• Direct support of enterprise customers through outages or major events.
• Knowledge of incident response frameworks and escalation models.
• Experience serving as a shield between customers and technical teams.

Practical considerations

• Travel up to 15% may be required. A valid driver’s license and the ability to drive and/or fly to client and other customer locations are needed.
• You will own a credit card and manage expenses personally; reimbursements are processed bi-weekly.