Job Overview
The Customer Issue Resolution Specialist position is a critical role that requires the highest level of expertise in resolving customer issues that jeopardize business relationships and sales opportunities.
Main Responsibilities
* Drive progress and resolution of customers' critical issues through ownership and accountability.
* Develop and implement clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
* Ensure global consistency across portfolios and customers by maintaining and improving procedures for customer and field personnel.
* Communicate effectively with direct customer leadership and technical audiences as necessary.
Action Plan Development
* Lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Influence and assign tasks and responsibilities to successfully achieve key objectives of critical accounts and issues.
* Maintain clear accountability on relevant owners for driving target service-level Objectives (SLO) and intermediate milestones.
* Collaborate with Executive Sponsors to resolve roadblocks in a timely manner.
Status Updates and Communication
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Use data-driven insights from dashboards to deliver outcomes and track progress towards SLO.
* Set clear customer expectations and provide timely updates on troubleshooting and resolution action plans for internal and customer-facing communications.
Risk Management and Mitigation
* Make informed decisions on escalating urgency and apply relevant governance, guardrails, and reviews to solve situations.
* Employ a customer-first attitude and willingness to go the extra mile to foster customer success.
* Demonstrate strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives.
Process Improvement and Preventive Measures
* Conduct retrospectives and post-mortems to improve processes, systems, and products.