We are seeking an exceptional professional to lead the resolution of critical issues and drive progress in our Global Incident Management team.
Key Responsibilities
* Ownership for driving progress and resolution of customers' critical issues, ensuring timely and effective resolution.
* Developing and executing streamlined escalation procedures, focusing on clear intake, scope, priority, exit criteria, and end-to-end process efficiency.
* Fostering strong relationships with cross-functional teams, geographically dispersed, to develop and execute action plans addressing critical situations.
The successful candidate will be responsible for:
* Effectively communicating critical issue status to executive staff, sales teams, and other stakeholders.
* Making informed decisions from both business and technical perspectives, demonstrating strong judgment in risk management and problem mitigation.
Requirements
* Fluency in Portuguese, English, and Spanish, both written and verbal.
* A minimum of 10 years of experience in customer-facing sales and/or service delivery roles.
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is highly desired.