Senior Crisis Resolution Specialist
The role of Senior Crisis Resolution Specialist is a high-profile, strategically critical position that oversees the highest level of crisis escalation for customer issues jeopardizing business relationships and sales opportunities with key customers.
Key Responsibilities
* Accountability for driving progress and resolution of critical customer issues in a timely manner.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined crisis resolution.
* Maintain and improve procedures for customer-facing teams and field personnel for crisis handling.
* Handle direct customer leadership and technical audiences as required.
Requirements
* Fluency in English, Portuguese, and Spanish both written and verbal.
* 10+ years of experience in customer-facing sales and/or service delivery roles.
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles preferred.
* Customer-centric attitude with a focus on delivering best-in-class service to customers and collaborators.