Job Overview
This is a critical leadership role responsible for managing and resolving complex customer issues through effective collaboration and communication.
The ideal candidate will possess strong leadership skills, be able to think critically, and have excellent problem-solving abilities.
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Key Responsibilities
1. Escalation Leadership
* Own the process of driving progress and resolution of customers' critical issues.
* Develop clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
* Maintain global consistency across portfolio and customers.
* Improve procedures for customer and field personnel for escalation handling.
* Communicate directly with customers and technical audiences as required.
2. Expedite Resolution
* Lead cross-functional and geographically dispersed teams in developing and executing action plans to address critical situations.
* Effectively assign tasks and responsibilities to successfully achieve all key objectives of critical accounts and issues.
* Hold team members accountable for driving service-level objectives (SLO) and intermediate milestones.
* Collaborate with executive sponsors to resolve roadblocks in a timely manner.
3. Communication and Reporting
* Provide regular updates on critical issue status to executive staff, sales, support, product teams, and other invested parties.
* Utilize data to inform decisions and track progress toward SLOs.
* Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans.
4. Risk Management
* Make informed decisions on escalating urgency and apply relevant focus to solve situations with appropriate governance and reviews.
* Demonstrate a 'customer-first' attitude and willingness to go above and beyond to drive customer success.
* Apply strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives.
5. Retrospective and Preventive Measures
* Conduct retrospectives and post-mortems to improve processes and systems.
* Identify systemic issues related to products or processes and drive actions to prevent future problems.
* Recognize and report on problem areas to provide insight into their impact.
* Apply systematic approaches to predict risks using data and AI models.
* Co-create and pilot proactive programs to reduce the likelihood of customer and field escalations.