Job Title: Critical Issue Manager
About the Role:
We are seeking a highly skilled and experienced Critical Issue Manager to join our team. This individual will be responsible for managing critical customer issues that require immediate attention and resolution.
Responsibilities:
* Manage critical customer issues from intake to resolution, ensuring timely and effective issue escalation and resolution processes;
* Lead cross-functional teams in developing and executing action plans to address critical situations;
* Communicate complex technical information to various audiences, including customers, executive staff, sales teams, and other stakeholders;
* Drive progress and resolution of customers' critical issues, ensuring clear ownership and accountability throughout the process;
* Collaborate with support, customer success, professional services, sales, and partners to resolve complex and critical issues;
* Identify systemic and pervasive issues related to products and/or processes, driving actions to prevent future problems;
* Develop and implement procedures for customer and field personnel to improve escalation handling and reduce the likelihood of future escalations;
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties, using data-driven insights to inform decision-making.
Requirements:
* 10+ years of customer-facing sales and/or service delivery roles;
* Past experience as Escalation Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired;
* Fully fluent in English, Spanish, and Portuguese both written and verbal;
* Strong ability to multitask and prioritize, with a focus on driving issues to closure on behalf of the customer;
* Experience working in a fast-paced, challenging environment with global customers;
* Excellent communication and leadership skills, with the ability to effectively lead and motivate cross-functional teams;
* Strong technical skills, with experience working with networking/security products and knowledge of LAN/WAN technologies.
Benefits:
This role offers a unique opportunity to work in a dynamic and innovative environment, collaborating with experts in the field of cybersecurity. You will have the chance to develop your skills and expertise, working on complex and critical issues that require creative solutions. Additionally, you will have access to cutting-edge tools and technologies, enabling you to stay up-to-date with the latest trends and advancements in the industry.
What We Offer:
* A competitive salary and benefits package;
* The opportunity to work with a talented and diverse team of professionals;
* A collaborative and supportive work environment;
* Professional development opportunities, including training and mentorship;
* Access to the latest tools and technologies in the field of cybersecurity.
How to Apply:
If you are a motivated and results-driven individual with a passion for critical issue management, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications.
Keywords: Critical Issue Manager