Critical Issue Manager

1 semana atrás

Recife, Brasil Bebeeescalation Tempo inteiro

Job OpportunityWe are seeking a skilled professional to fill a critical role in our organization.Job DescriptionLead and manage the resolution of customers' critical issues.Form and lead an interdepartmental, cross-functional, and geographically dispersed team.Key Responsibilities:Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.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.Clear accountability on relevant owners on driving to target service-level objectives and intermediate milestones.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.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.Co-create and pilot proactive programs to reduce likelihood of customer and field escalations.RequirementsCustomer Experience: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.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.Collaboration and Influence:Strong capacity for influencing, negotiating, and delegating efforts.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.QualificationsOur ideal candidate will possess strong leadership and communication skills, with the ability to influence and negotiate effectively.They will also have extensive experience in customer-facing sales and/or service delivery roles, with a proven track record of managing critical issues in a cross-functional environment.

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