Seeking a high-performing Critical Issue Resolutions Leader to spearhead the resolution of critical customer issues. This role involves forming and leading virtual teams, liaising with various departments, and making informed decisions to drive progress and resolution.
Main Responsibilities:
* Elevate urgency and apply relevant focus to solve situations with governance, guardrails, and reviews in place.
* Engage and lead cross-functional teams in developing action plans to address critical situations.
* Effectively communicate issue status to executive staff, sales teams, and other invested parties.
Key Qualifications:
* Fully fluent in Portuguese, English, and Spanish.
* 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.