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The Critical Situation Office (CSO) is a senior technical escalation management role that is responsible for the management of high impact escalations or Red Accounts. The CSO provides management of the escalations, including helping establish successful outcome requirements, managing all of the teams and resources needed to achieve the desired results and guides and owns communications with both external organizations (i.e. customers, partners) and internal teams, including executive leadership. As required, the CSO supports customer Account Executive and Customer Success team members so they can effectively manage the customer account.
The CSO is responsible for aligning the investigative teams and management together to rapidly drive resolution for the critical scenario raised. Focus is placed on reducing the immediate crisis and customer temperature.
Once the crisis is overcome the CSO focus shifts to analysis and identification of improvement opportunities through post mortem and closed loop corrective actions. The CSO investigates the scenario identifying people, process and technology items that require attention. They then work with the owners of the improvement opportunity areas identified following up to ensure actions are taken to address the people, process and technology issue to improved business outcomes.
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