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Strategic Crisis Resolutions Lead
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We are seeking a results-driven professional to fill the role of Critical Escalation Manager. As a key member of our customer success team, you will be responsible for managing critical customer situations and guiding teams through complex and high-pressure situations.
About the RoleThis is an exciting opportunity to lead resolution of critical customer situations from initiation to closure. You will act as primary contact for critical customers, ensuring clear communication and coordination with cross-functional teams to deliver timely and effective solutions.
Key Responsibilities- Lead resolution of critical customer situations from initiation to closure
- Act as primary contact for critical customers, ensuring clear communication and coordination
- Coordinate cross-functional teams to deliver timely and effective solutions
- Develop and refine escalation management processes
- Advocate for customer needs in product and engineering discussions
- Implement proactive strategies to reduce future escalations
- Provide regular, transparent updates to internal and external stakeholders
- Partner with Customer Success and Support teams to enhance engagement
- Influence teams across the business to align on resolution strategies
This role requires strong leadership skills, excellent communication and negotiation skills, and the ability to balance strategic thinking with hands-on problem-solving.
