Job Title: Critical Issue Resolution Lead
Description
We are seeking a seasoned professional to lead the resolution of critical customer issues. This strategic role will be responsible for forming and managing cross-functional teams to address high-priority escalations, ensuring seamless communication with customers and stakeholders.
Key Responsibilities:
* Develop and implement streamlined processes for issue intake, scope, priority, and exit criteria.
* Maintain and improve procedures for escalation handling, including training for customer and field personnel.
* Lead direct interactions with customers and technical audiences, leveraging influencing and negotiation skills.
* Expedite resolution by engaging and leading cross-functional teams in the development and execution of action plans.
* Drive accountability among relevant owners to meet target service-level objectives.
Requirements:
* Fully fluent 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 Escalation Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
* Strong capacity for influencing, negotiating, and delegating efforts.
* Able to work in a fast-paced environment with global customers.
* Leadership and communication skills.
* Expertise in communicating complex topics to different tiers of audiences.