Resolve Critical Issues with Expertise
Prominent organizations require exceptional professionals to manage the escalation of critical issues. This role demands a strong ability to influence and effectively communicate with cross-functional teams.
Responsibilities:
* Lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
* 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.
The ideal candidate will have:
* Fully fluent in Portuguese, English, and Spanish 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.
* A customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
Requirements:
* Creative thinking, adaptability, and versatility.
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
* 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 issues.