Job Title
Senior Critical Issue Resolution Specialist
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Job Description
We are seeking a seasoned professional to assume the role of Senior Critical Issue Resolution Specialist. This individual will be responsible for leading and managing the resolution of high-priority customer issues that have the potential to jeopardize business relationships and sales opportunities.
This critical role involves forming and leading cross-functional teams to develop and execute action plans to address complex situations. The ideal candidate will possess excellent leadership and communication skills, with the ability to influence and motivate team members to achieve key objectives.
The successful candidate will work closely with various functional organizations and business units, including Support, Sales, Product Management, and Development Engineers, as well as management and corporate executives.
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Responsibilities
* Ownership for driving progress and resolution of customers' critical issues
* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
* Drive global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
* Expedite Resolution
* Engage and lead 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 on driving to target service-level Objectives (SLO) and intermediate milestones leading up to it
* Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
* Communication and Reporting
* Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
* Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
* Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer-facing communications
* Risk Management
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
* A "whatever it takes" customer-first attitude and a willingness to go the extra mile to foster customer success
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Retrospective and Preventive Measures
* Retrospectives and PostMortem to help improve the process/system/product
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
* Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
* Understanding of techniques to predict risks using data and AI models and systematic approach to address
* Co-create and pilot proactive programs to reduce likelihood of customer and field escalations
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Qualifications
Fully fluent in Portuguese, English, and Spanish both written and verbal
Critical Issue Resolution
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
Customer Centricity
Strategic thinking and planning
Ability to work in a fast-paced, challenging environment with global customers
Leadership and Communication
Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
Technical Skills
Experience with Networking/Security Products
Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Problem Solving
Creative thinking, adaptability, and versatility
Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Business Acumen
Strong understanding of business operations and market trends
Experience in being able to effectively lead and motivate a team of cross-functional professionals
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