Job Description
The primary objective of this role is to manage complex customer issues that have the potential to impact business relationships and sales opportunities.
Responsibilities
* Ownership for driving progress and resolution of critical customer issues
* Develop clear intake, scope, priority, exit criteria and end-to-end processes to achieve streamlined escalation resolution
* Ensure global consistency across portfolios and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
Key qualifications include:
* Fully fluent in English 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
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators
Requirements
* Project management
* Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like