This is a strategic leadership role that requires expertise in managing customer issues. The position involves elevating critical situations to ensure timely resolution and minimize business impact.
Key Responsibilities
* Develop and execute action plans to address complex customer issues.
* Elevate issues to stakeholders to ensure effective communication and issue resolution.
* Maintain relationships with customers, executive staff, and other stakeholders to ensure seamless collaboration.
Required Skills and Qualifications
* 10+ years of experience in customer-facing roles, preferably in sales and/or service delivery.
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is highly desired.
* Candidate must possess a customer-centric attitude and a focus on providing best-in-class service.
Preferred Skills
* Experience with Networking/Security Products.
* Knowledge of LAN/WAN technologies, including general routing/switching/security for both branch and data center architectures.
About the Role
The ideal candidate will be part of a global team dedicated to delivering exceptional customer experiences and driving business success. They will be responsible for leading cross-functional teams and developing strategies to resolve complex customer issues.