Critical Issue Resolution Specialist

Há 5 dias

Belo Horizonte, Brasil Bebeeescalation Tempo inteiro

Critical Issue Resolution SpecialistWe are seeking a highly skilled Critical Issue Resolution Specialist to join our team.The successful candidate will be responsible for leading the resolution of critical issues that impact our business relationships and sales opportunities.Key Responsibilities:Escalation Leadership: Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution.Expedite Resolution: Engage and lead cross-functional teams in developing and executing action plans to address critical situations.Effective Communication: Clearly communicate critical issue status to executive staff, sales, support, product 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.The ideal candidate will have 10+ years of customer-facing sales and/or service delivery roles, with experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management or similar roles.They will possess strong leadership and communication skills, ability to multitask and prioritize, and expertise in communicating complex topics in a clear and concise manner.Required Skills and Qualifications:Customer Experience: Strong customer-centric attitude and focus on providing best-in-class service for customers and collaborators.Program/Project Management: Ability to manage critical issues in a cross-functional environment, 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, with ability to work in a fast-paced, challenging environment with global customers.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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