Critical Issue Manager
Our primary goal is to provide the highest level of support for customer issues that jeopardize business relationships and sales opportunities.
The Critical Issue Manager role requires leading and managing the resolution of critical customer issues by forming and leading an interdepartmental, cross-functional team based on the customer and escalation needs.
Key Responsibilities:
* Ownership of driving progress and resolution of customers' critical issues
* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined issue resolution
* Maintain and improve procedures for customer and field personnel for issue handling
* Handle direct customer leadership and technical audiences as appropriate
Requirements include:
* Fully fluent in English, Spanish and Portuguese both written and verbal
* Customer Experience: 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