Job Title: Critical Incident Resolution Specialist
The primary objective of this role is to provide elevated support for customer concerns that are detrimental to the business relationship and/or jeopardize key customer opportunities.
* Manage the resolution of critical customer issues by leading a virtual team consisting of cross-functional and geographically dispersed members.
* Develop and implement clear procedures for intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Maintain and enhance guidelines for customer and field personnel for effective escalation handling.
Key Responsibilities
* Expedited Resolution: Facilitate and lead teams in developing and executing action plans to address critical situations.
* Communication and Reporting: Communicate critical issue status effectively to executive staff, sales teams, and other invested parties.
* Risk Management: Make informed decisions on escalating urgency and apply relevant focus to resolve situations with appropriate governance, guardrails, and reviews in place.
Requirements:
* 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.
* A customer-centric attitude and a focus on delivering best-in-class service for customers and collaborators.
Additional Information
The Global Incident and Escalation Management team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. This role demands proactivity, efficiency, and an unwavering dedication to constant refinement and customer satisfaction.