Job Title: Senior Critical Issue Resolution Specialist
As a seasoned professional in critical issue resolution, you will be responsible for leading cross-functional teams to develop and execute action plans to address critical situations. Effective communication with executive staff, sales teams, and other stakeholders is crucial to resolve issues.
Key Responsibilities:
* Drive progress and resolution of customers' critical issues.
* Engage and lead cross-functional teams to develop and execute action plans to address critical situations.
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place.
Requirements:
* Fully fluent in Portuguese, English, and Spanish both 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.