Sr. Critical Account PM

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趨勢科技 - 全球雲端資安領航者 / 全亞洲最大軟體公司 / 企業版圖橫跨五大洲 / 趨勢全球研發基地在台灣 
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Sr. Critical Account PM in Critical Account Team (CAT) plays a key role in safeguarding the success of our most strategic customers. We serve as a cross-functional escalation and service recovery team—bridging customer support, engineering, product, and field organizations. Our mission is to manage high-impact escalations and proactively reduce service risk for critical accounts, enabling a reliable and trusted experience across our Vision One platform.

As part of our global operations model, you'll work closely with counterparts in the AMEA to deliver seamless, round-the-clock coverage for our global critical account customer base.

Please note that this position requires a full English interview. Candidates should be prepared to present a self-introduction slide deck during the interview.

Escalation Management

- Take full ownership of critical customer-impacting situations—such as product issues, detection gaps, and deal-driven feature requests—with direct access to R&D and Product Managers.

- Maintain clear, cohesive, and comprehensive communication across all stakeholder tracks, including executive-level reporting on progress, action plans, and strategic direction.

- Develop a strong understanding of the customer's business impact and the internal implications of proposed solutions or workarounds; ensure all parties are aligned on risks and challenges.

Product Development

- Maintain feedback channels for exchanging ideas and updates related to product feature requests.

- Schedule and facilitate customer calls as needed to gather first-hand insights.

- Provide guidance on development priorities using data trends and customer feedback.

- Track recurring themes, patterns, and systemic gaps to proactively advise PM Team  on long-term roadmap planning.

Project Management

- Organize and manage strategic product operations projects on behalf of Product Owners.

- Coordinate initiatives that span multiple teams across the organization, ensuring alignment and effective execution.

- Maintain an organization-wide project register to optimize resource utilization and prevent redundant or siloed work globally.
 

Core Skills

- Strong ability to lead and influence cross-functional teams without formal authority.

- Excellent verbal and written communication skills, with the capability to negotiate, mediate, and chair discussions during high-pressure, business-critical incidents.

- Proven ability to translate complex technical issues for diverse audiences—including C-level executives, engineers, and customer stakeholders.

- Solid analytical, planning, and process-building skills.

- Familiarity with Vision One, cloud infrastructure, cybersecurity, or threat detection solutions is a plus.

- 7+ years of experience in coordination, program/project management, or top-tier consulting. Candidates with Tech Sales / Tech Support / Sales Engineering / Threat backgrounds are highly valued

- Advanced degree preferred, especially in fields such as Engineering, Economics, or Business.

Personal Attributes

- High resilience and composure under pressure, with a structured and solutions-oriented mindset during escalations.

- Strong relationship-building approach, with a desire to deeply understand Trend Micro operations and form long-term partnerships.

- Highly organized, proactive, and capable of managing multiple parallel workstreams.

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