Job Title: Critical Issue Resolution Leader
Job Summary:
The Global Incident and Escalation Management team is seeking a highly skilled Critical Issue Resolution Leader to join their ranks. As a key member of this team, you will be responsible for leading the resolution of customers' critical issues that are jeopardizing the business relationship and/or sales opportunities with key customers.
Key Responsibilities:
* Lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team* Liaise with and work across various functional organizations and business units, as well as all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution* Maintain and improve procedures for customer and field personnel for escalation handling* Handle direct customer leadership and technical audiences as appropriate* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations* Expedite resolution of critical issues to ensure minimal impact on business relationships and sales opportunities* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties* Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer-facing communications* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Requirements:
* 10+ years of customer-facing sales and/or service delivery roles* Fully fluent in English (written and verbal)* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired* Strong capacity for influencing, negotiating, and delegating efforts* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer* Experience with tools like Salesforce, Asana, Tableau, JIRA, and familiarity with running and operating with the SLA/SLO/Milestones paradigm* Leadership and communication skills* Experience in being able to effectively lead and motivate a team of cross-functional professionals* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences* Familiarity with networking/security products and LAN/WAN technologies* Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems