Customer Resolution Specialist
The Customer Resolution Specialist position is a high-visibility role that provides the highest level of resolution for customer issues affecting business relationships and sales opportunities.
Key Responsibilities:
* Lead and manage cross-functional virtual teams to resolve critical customer issues.
* Drive clear intake, scope, priority, exit criteria, and process to achieve streamlined resolution.
* Maintain and improve procedures for customer and field personnel handling resolutions.
* Handle direct customer leadership and technical audiences as appropriate.
Requirements:
* Fully fluent in Portuguese, English, and Spanish (written and verbal).
* 10+ years of customer-facing sales and/or service delivery roles.
* Past experience in Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
This role demands proactivity, efficiency, and an unwavering dedication to constant refinement and customer satisfaction. The successful candidate will be at the forefront of our cybersecurity mission, addressing pressing situations for customers and solidifying our reputation as a leading partner.