Critical Situation Manager

Critical Escalation Specialist - Lead Complex Situations and Drive Resolution

We're a global software company that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, our software is used by over 5,000 public bodies across the globe to help provide critical services to millions of citizens.

Our goal is to be a champion in the use of technology in public services, supporting the needs of citizens and those that serve them every day. Building on years of continuous growth and success, we're at a pivotal point on our journey to realise this aspiration.

We're passionate about what we do and the citizens we help to serve. If you'd like to help champion the use of technology in public services, improve outcomes for citizens and public sector organisations, then this could be the role for you.

You'll take charge of critical customer situations and guide teams through complex and high-pressure scenarios. You'll work closely with senior leaders and cross-functional teams to manage critical customer situations from start to finish, while also shaping best practices and tools to strengthen our escalation response capability across the business.

This role is pivotal in restoring trust, driving resolution, and preventing future escalations. As a specialist in this field, you'll act as the bridge between customers, senior leaders, and delivery teams, ensuring transparency and positive outcomes.

Key Responsibilities:

• Lead the resolution of critical customer situations from initiation to closure.
• Act as the primary contact for critical customers, ensuring clear communication.
• Coordinate cross-functional teams to deliver timely and effective solutions.
• Conduct post-escalation reviews to identify root causes and improvement areas.

Process Improvement & Risk Mitigation

• Develop and refine escalation management processes.
• Advocate for customer needs in product and engineering discussions.
• Implement proactive strategies to reduce future escalations.

Customer & Stakeholder Communication

• Provide regular, transparent updates to internal and external stakeholders.
• Partner with Customer Success and Support teams to enhance engagement.

Leadership & Cross-Functional Collaboration

• Influence teams across the business to align on resolution strategies.

Requirements:

• A proven track record of working in complex environments.
• Experience managing multiple functions in software or SaaS.
• Strong communication and negotiation skills, with experience engaging senior stakeholders.
• The ability to balance strategic thinking with hands-on problem-solving.
• Resilience and composure to lead through high-pressure situations.
• Excellent organisational skills and the ability to prioritise effectively.
• Strong analytical skills to identify root causes and drive improvements.
• A collaborative style with the ability to influence without direct authority.
• Customer-first mindset with the confidence to act as a trusted advocate.
• Ability to lead cross-functional collaboration and influence outcomes.
• Experience with tools such as Salesforce, SharePoint, Power BI, and Microsoft Office (desired).

What We Offer:

We believe that when our people are happy, they will work better and have greater job satisfaction. Here's what you can expect:

An inclusive environment where everyone feels welcome and valued.

A focus on learning and development, with opportunities to grow and achieve your goals.

A culture of giving back, with benefits such as volunteer leave and flexible working arrangements.

Opportunities to collaborate with diverse teams and contribute to meaningful projects.

Growth opportunities and a supportive environment to help you succeed.

We are an equal opportunity employer and value diversity in our workplace.