Job Opportunity
We are seeking a highly skilled professional to manage and resolve critical customer issues. This role involves leading virtual teams, liaising with various organizations, and working across all levels of the company. The successful candidate will drive progress and resolution of customers' critical issues, expedite resolution, communicate critical issue status, and manage risk.
Key Responsibilities
* Develop and implement streamlined escalation resolution processes
* Engage with direct customer leadership and technical audiences as appropriate
* Lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Communicate critical issue status to executive staff, sales teams, and other invested parties
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place
Required Skills and Qualifications
* Fluency in Portuguese, English, and Spanish, both written and verbal
* 10+ years of experience in customer-facing sales and/or service delivery roles
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Program/Project management skills, including multitasking and prioritization
* Strong collaboration and influence skills, with the ability to negotiate and delegate efforts