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About the role
Managing Premier Customers' and Partners' Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed. Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations. Delivering a high-quality customer and partner experience through timely and effective resolution of customer's issues in the quickest way possible.
More about this role
Managing Premier Customers' and Partners' Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed. Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations. Delivering a high-quality customer and partner experience through timely and effective resolution of customer's issues in the quickest way possible. Expanding internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours. Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process. Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations. Pursuing proactive actions to help prevent future issue. Leading project and working group to improve process and tools. Establishing / Maintain Relationships Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the...
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