Job Title: Critical Issue Resolution Manager
Description:
We are seeking a highly skilled and experienced Critical Issue Resolution Manager to join our team. As a key member of our Global Incident and Escalation Management team, you will be responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
The ideal candidate will have a strong background in customer-facing sales and/or service delivery roles, with experience in managing critical issues in a cross-functional environment. You will be able to effectively lead and motivate a team of cross-functional professionals, communicate complex topics in a clear and concise manner to different tiers of audiences, and make informed decisions on elevating urgency and applying relevant focus to solve for a situation with right governance, guardrails, and reviews in place.
You will be working closely with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues. The ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer is essential.
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction. As a Critical Issue Resolution Manager, you will be at the forefront of our dedication to cybersecurity, addressing the most pressing situations for our customers and holding a central position in solidifying our reputation as the go-to cybersecurity partner.
Required Skills and 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
* Candidate centric attitude and focus on providing best-in-class service for customers and collaborators
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Strong capacity for Influencing, negotiating, and delegating efforts
* Experience in being able to effectively lead and motivate a team of cross functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
* Technical skills including experience with Networking/Security Products and Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Benefits:
This role offers a unique opportunity to work with a dynamic and growing organization, committed to providing reasonable accommodations for all qualified individuals with a disability. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
Others:
This is a challenging yet rewarding role that requires a strong sense of professionalism, adaptability, and versatility. If you are a results-driven individual with a passion for customer satisfaction, we encourage you to apply.