As a professional in customer-facing sales and service delivery roles, you will be responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
Key Responsibilities:
* Elevate and manage the highest level of escalation for customer issues impacting our business relationship and/or sales opportunities.
* Liaise with and work across various functional organizations and business units to resolve complex and critical issues.
* Develop and execute action plans to address critical situations, ensuring timely updates and clear communication to executive staff, sales teams, and other invested parties.
* Identify systemic and pervasive issues related to products and/or processes, drive actions to prevent future problems, and co-create proactive programs to reduce likelihood of customer and field escalations.
Requirements:
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* 10+ years of customer-facing sales and/or service delivery roles, preferably in similar positions such as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
* Strong capacity for influencing, negotiating, and delegating efforts.
* Experience working in a fast-paced, challenging environment with global customers.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences.