Crisis Resolution Specialist

As a high-visibility Crisis Resolution Specialist, you will provide the highest level of support for critical customer issues that jeopardize business relationships and sales opportunities.Your leadership and technical expertise will drive progress and resolution while fostering customer success.Key ResponsibilitiesCrisis Leadership:Own driving progress and resolution of customers' critical issues.Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined crisis resolution.Maintain and improve procedures for customer and field personnel handling critical situations.Handle direct customer leadership and technical audiences as appropriate.Rapid Resolution:Engage and lead cross-functional teams in developing action plans to address critical situations.Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve key objectives.Clear accountability on owners driving to target service-level Objectives (SLO) and intermediate milestones.Interlock with Executive Sponsors to resolve roadblocks in a timely manner.Communication and Reporting:Effectively communicate issue status to executive staff, sales teams, and invested parties.Effective use of dashboards to track progress towards SLO.Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans.Risk Management:Make informed decisions on elevating urgency and apply relevant focus to solve situations with right governance.Demonstrate strong judgment in risk management and problem mitigation, making timely decisions from business and technical perspectives.Retrospective and Preventive Measures:Conduct retrospectives to improve processes/systems/products.Identify systemic issues related to products and/or processes and drive actions to prevent future problems.Recognize and report problem areas to understand their magnitude.Co-create proactive programs to reduce likelihood of customer escalations.