Job Title: Critical Issue Resolutions Specialist
We are looking for a highly skilled and experienced Critical Issue Resolutions Specialist to join our team. As a key member of our Global Incident and Escalation Management team, you will play a critical role in driving expedited response, remedy, resolution, and learnings for our most critical issues.
Job Description
The Critical Issue Resolutions Specialist position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing our business relationship and/or sales opportunities with key customers.
You will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team which are formed based on the customer and escalation needs.
In leading the virtual team, you will liaise with and work across various functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.
Your Impact
* Escalation Leadership: Ownership for 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
* Drive global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
Communication and Reporting: Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
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
Retrospective and Preventive Measures: Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Required Skills and Qualifications
You must have a strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
Fully fluent in English, both written and verbal.
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.
Customer centric attitude and focus on providing best-in-class service for customers and collaborators.
Program/Project management.
Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues.
Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like.
Benefits
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.
Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.
Others
Strong capacity for Influencing, negotiating, and delegating efforts.
Ability to work in a fast-paced, challenging environment with global customers.
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.
Technical skills: Experience with Networking/Security Products.
Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.
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