Key Escalation Specialist
This role is a high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing business relationships and sales opportunities. As an expert in crisis management, you will lead and manage the resolution of customers' critical issues by forming and leading cross-functional teams. You will work across various functional organizations and business units to drive clear intake, scope, priority, exit criteria, and end-to-end processes for streamlined escalation resolution. Your impact will be felt globally as you maintain and improve procedures for customer and field personnel handling escalations.
Your Responsibilities:
* Drive progress and resolution of customers' critical issues
* 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
* Maintain and improve procedures for customer and field personnel for escalation handling
Your Skills:
* Fully fluent in English, Portuguese, 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
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
About Us:
We're problem solvers who take risks and challenge the status quo. We can't accomplish our mission without diverse teams innovating together. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.