Customer Experience Ambassador
As a key member of our Global Incident and Escalation Management team, you will play a vital role in driving expedited response, remedy, resolution, and learnings for our most critical issues.
Our customers are at the forefront of everything we do. You will be responsible for leading and managing the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
You will liaise with and work across various functional organizations and business units, from Support, Sales, Product management, and development engineers to management and corporate executives.
Your impact will be felt across the organization as you drive progress and resolution of customers' critical issues.
You will own the intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
Maintaining and improving procedures for customer and field personnel for escalation handling is also a critical component of this role.
You will handle direct customer leadership and technical audiences as appropriate and expedite resolution by engaging and leading cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
Strong influencing, negotiating, and delegating skills are essential in this role, as well as the ability to work in a fast-paced, challenging environment with global customers.
Effective communication and leadership skills are also crucial, particularly when communicating complex topics in a clear and concise manner to different tiers of audiences.
Additionally, you will be responsible for identifying systemic and pervasive issues related to products and/or processes and driving actions to prevent future problems.
Retrospectives and post-mortem analyses will be conducted to help improve processes and systems, and you will be expected to recognize opportunities for improvement and make recommendations for change.
The ideal candidate will have 10+ years of customer-facing sales and/or service delivery roles, with experience in similar positions such as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
Fully fluent in Portuguese, English, and Spanish both written and verbal is required, as is the ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
A strong understanding of tools like Salesforce, Asana, Tableau, JIRA, and the SLA/SLO/Milestones paradigm is also necessary, as well as familiarity with Networking/Security Products and LAN/WAN technologies.
Ultimately, you will be part of a dedicated team that is passionate about providing exceptional customer experiences and delivering outstanding results.
This role requires creativity, adaptability, and versatility, as well as a willingness to go above and beyond to deliver high-quality outcomes.
],