Job Title: Critical Issue Resolution Leader
This is a dynamic role for an experienced professional to lead and manage the resolution of critical customer issues.
* Key Responsibilities:
1. Escalation Leadership:
* Ownership of driving progress and resolution of customers' critical issues.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Ensure global consistency across portfolio and customers.
2. Expedite Resolution:
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues.
3. Communication and Reporting:
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO.
4. Risk Management:
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place.
* A "whatever it takes" customer-first attitude and a willingness to go the extra mile to foster customer success.
5. Retrospective and Preventive Measures:
* Retrospectives and post-mortem analysis to help improve the process/system/product.
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.