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Há 2 dias

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Resolve Critical IssuesWe are seeking a skilled professional to lead the resolution of our customers' critical issues.This is a strategic, high-visibility role that provides the highest level of escalation for customer issues.This individual will be responsible for leading and managing the resolution of customers' critical issues by forming and leading an interdepartmental team.They will also liaise with various functional organizations and business units to resolve customer issues.Key ResponsibilitiesDrive progress and resolution of customers' critical issues, drive clear intake, scope, priority, exit criteria and end-to-end process, and maintain global consistency.Engage and lead cross-functional teams in the development and execution of action plans, assign tasks and responsibilities, and hold direct customer leadership and technical audiences accountable.Effectively communicate critical issue status, use data to deliver outcomes, and set clear customer expectations.Make informed decisions, apply relevant focus to solve situations, and demonstrate strong judgment in risk management and problem mitigation.Identify systemic issues, drive actions to prevent future problems, recognize problem areas, and predict risks using data and AI models.RequirementsFully fluent in Portuguese, English, and Spanish both written and verbal.10+ years of customer-facing sales and/or service delivery roles.Past experience as Escalation Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.Additional InformationThe ideal candidate will be part of the Global Incident and Escalation Management team, responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.

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