Job Title: Critical Issue Resolution Specialist
This role requires a highly skilled and experienced professional to lead the resolution of critical customer issues. As a Critical Issue Resolution Specialist, you will be responsible for forming and leading cross-functional teams to resolve complex issues that impact our business relationships and sales opportunities.
Key Responsibilities:
* Liaise with various functional organizations and business units to resolve customer issues.
* Lead cross-functional teams to develop and execute action plans to address critical situations.
* Engage with executive sponsors to help resolve roadblocks in a timely manner.
* Communicate critical issue status to executive staff, sales teams, and other invested parties.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
Requirements:
* Fully fluent in Portuguese, English, 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.
* Experience working with tools like Salesforce, Asana, Tableau, JIRA, and running operations with SLA/SLO/Milestones paradigm.
* Strong leadership and communication skills.
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences.
About Us:
We are a leading cybersecurity company dedicated to providing innovative solutions to protect our digital way of life. Our team is passionate about delivering exceptional customer experiences and resolving critical issues efficiently. If you are a motivated and experienced professional looking for a challenging role, we encourage you to apply.
How to Apply:
Please submit your application, including your resume and cover letter, to us via email. We look forward to reviewing your qualifications and discussing this opportunity further.