Job Description
Managing Unified Customers’ and Partners’ CritSits to ensure the CritSit process is being followed, and any need of escalation is addressed
· Delivering a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active CritSits
· Expanding internal visibility of Unified customers’ CritSits by managing complex, mission critical, and/or politically charged situations, including Enterprise accounts and Partners
· Identifying systemic issues and flagging process breakdowns during the execution of the CritSit process
· Stepping up to take on challenges by acting as Crisis Manager in catastrophic impact situations
· Pursuing proactive actions to help prevent future issues
· Leading projects and work groups to improve process and tools
· Establishing and maintaining relationships
· Collaborating effectively with the customer and internal groups to solve customer issues and impr...