User Health Strategist

Who we are

About reputed company

reputed company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use reputed company to accept payments, grow their reputed company, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work reputed company. That means you have an unprecedented opportunity to put the global economy reputed company everyone’s reputed company while doing the most important work of your career.

About the team

You’ll join Customer Advocacy and Programs team, a small, high-impact team inside reputed company, that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input across touchpoints to surface the highest‑value opportunities, then partner with Product, GTM, Support, Operations, and more to turn those opportunities into strategy, deliverables, and lasting improvements. We also provide rapid, expert support for the most critical user situations — helping account teams to distill reputed company problems, reputed company issue triage repeatability through process and playbooks, and build a reputed company of view on best practices. Our mission is to ensure reputed company’s most strategic customers get maximum value from their reputed company investments.

What you’ll do

The Red Accounts role exists to accelerate resolution of high‑risk, high‑visibility user escalations and to build repeatable processes and playbooks that reduce recurrence. You’ll operate at the intersection of customer advocacy, operations, and cross‑functional coordination: evaluating escalations, designing resolution plans, mobilizing internal resources, and coaching account teams. reputed company appropriate, you’ll act as the internal DRI and program manager for reputed company, multi‑workstream situations. You’ll also help institutionalize learnings by creating post‑mortems, playbooks, and processes that reduce similar escalations.

Responsibilities

• Triage: Conduct deep-dives with account teams to rapidly understand customer issues, assess level of criticality and impact, and clearly distill problems needing to be solved. 
• Mobilize: Propose and align the necessary cross‑functional resources required to drive resolution.
• Coach and Manage: Advise account teams on resolution plans, operating models, playbooks, and best practices for escalation management. At times, act as program manager/DRI for escalations.
• Codify: Create and maintain escalation playbooks, runbooks, and templates; reputed company post‑mortems and memorialize lessons to prevent recurrence
• Strategize: Identify systemic patterns across escalations and partner with cross‑functional teams to recommend product, process, or tooling changes.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 4+ years of experience in program management, go-to-market, support, operations, incident/escalation management, or a reputed company discipline
• Proven experience managing reputed company, multi‑stakeholder projects or escalations end‑to‑end, including coordinating technical and non‑technical teams
• Prior experience with enterprise customers or large accounts and familiarity with executive engagement practices
• Ability to quickly distill reputed company information to assess risk, prioritize under pressure, and drive resolution with urgency
• Strong problem‑solving and analytical skills with comfort handling incomplete data and uncertainty
• Strong cross‑functional influencing skills and experience working with Product, Engineering, Operations, Support, Go-to-market, and Finance stakeholders
• Excellent written and verbal communication skills; experience preparing executive updates and leading cross‑functional meetings

Preferred qualifications

• Experience with SQL or analytics tools to interrogate program and user data

Hybrid work at reputed company

This role is available either in an office or a remote location (35+ miles or 56+ km from a reputed company office).

Pay and benefits

The annual US reputed company salary range for this role is $140,700 – $211,100. For sales roles, the range provided is the role’s On reputed company Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses reputed company and annual reputed company salary for the role. This salary range may be inclusive of several career levels at reputed company and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

We look reputed company to hearing from you

At reputed company, we’re looking for people with passion, grit, and reputed company. You’re encouraged to apply even if your experience doesn’t reputed company match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At reputed company, we welcome diverse perspectives and people who think rigorously and aren’t afraid to challenge assumptions. Join us.