Job Title: Critical Issue Resolution Manager
Job Summary:
This role involves leading the resolution of critical customer issues by forming and managing cross-functional teams. The ideal candidate will have a customer-centric attitude, strong communication skills, and experience in managing complex issues.
Responsibilities:
* Lead cross-functional teams to resolve critical customer issues
* Communicate effectively with customers, stakeholders, and team members
* Manage complex issue resolution processes to meet business objectives
* Maintain and improve procedures for escalation handling
* Collaborate with various departments to achieve streamlined escalation resolution
Requirements:
To succeed in this role, you should possess:
* Fully fluent in Portuguese, English, and Spanish (written and verbal)
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Strong capacity for influencing, negotiating, and delegating efforts
* Leadership and communication skills
* Experience with Networking/Security Products
* Creative thinking, adaptability, and versatility
* Demonstrate strong judgment in risk management and problem mitigation
Benefits:
This role offers opportunities for professional growth and development. You will be part of a dedicated team that addresses pressing customer situations while solidifying our reputation as a go-to cybersecurity partner.
About Us:
We are committed to providing reasonable accommodations for all qualified individuals with a disability. We celebrate diversity in our workplace and are an equal opportunity employer.
Additional Information:
This role is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As a member of our Global Incident and Escalation Management team, you will play a central position in addressing the most pressing situations for our customers.
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