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Customer Experience Crisis Manager
2 weeks ago
This role plays a critical part in providing high-quality support to our most valued customers during their most crucial times of need.
Key Responsibilities:- Coordinate efforts to resolve critical customer issues, major interruptions, and client-impacting events.
- Collaborate with on-call engineers and monitor online activity data for multiple services to identify disruptions.
- Coordinate and engage with teams such as sales, professional services, support, and engineering to effectively resolve escalated situations.
- Develop strong partnerships internally with sales, services, support, and engineering.
- Work with a global mindset as part of a team of escalation managers.
- Work with engineering and product management on the resolution of specific issues that may arise as blockers to customer progress.
- Demonstrate strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives.
- Effectively advocate for required solutions to provide the best customer experience.
- Understand proactive and reactive escalation management practices and how to analyze and apply data to a decision-making process.
- Manage customer-facing communications for escalations as well as the development and execution of plans.
