Escalation Resolution Specialist
We are seeking an experienced Escalation Resolution Specialist to lead and manage the resolution of critical customer issues.
1. Escalation Leadership:
* Responsibility for driving progress and resolution of customers' critical issues.
* Development of clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution.
* Maintenance of global consistency across portfolio and customers.
* Establishment and improvement of procedures for customer and field personnel for escalation handling.
* Engagement with direct customer leadership and technical audiences as appropriate.
2. Expedited Issue Resolution:
* Liaison and leadership of cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues.
* Clear accountability on relevant owners for driving to target service-level Objectives (SLO) and intermediate milestones leading up to it.
* Interlock with Executive Sponsors to facilitate timely resolution of roadblocks.
3. Communication and Reporting:
* Effective communication of critical issue status to executive staff, sales, support, product teams and other invested parties.
* Strategic use of dashboards and keen understanding of how to utilize data to help deliver the outcomes needed and track progress towards SLO.
* Clear articulation of customer expectations and timely updates on troubleshooting and resolution action plans for internal and customer-facing communications.
4. Risk Management:
* Informed decision-making on elevating urgency and application of relevant focus to solve for a situation with right governance, guardrails and reviews in place.
* Proactive identification and mitigation of potential risks and issues.
5. Critical Issue Resolution:
* Streamlined escalation processes and efficient issue resolution to minimize customer impact.
* Clear prioritization of tasks and activities to ensure timely resolution of critical issues.
* Proactive monitoring and management of critical issues to prevent escalation.