Key Player in Critical Issue Resolution
This critical issue resolution role is responsible for driving progress and resolution of customers' complex issues, handling direct customer leadership and technical audiences, and expediting resolution through effective communication and task assignment. A strong ability to influence and delegate efforts is essential, along with expertise in communicating complex topics to different tiers of audiences.
* Lead cross-functional teams in developing and executing action plans to address high-priority situations.
* Communicate critical issue status to executive staff, sales teams, and other invested parties.
* Maintain clear accountability on relevant owners driving to target service-level objectives and intermediate milestones.
Key Qualifications:
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* 10+ years of customer-facing sales and/or service delivery roles.
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
About the Team:
The team drives expedited response, remedy, resolution, and learnings for our most critical issues.