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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.
Driving high impact escalations and red account customers out of the escalated state
Lead red account customer cases to expedite solutions
Expediting delivery of critical fixes for customer satisfaction
Successfully work with and coordinate support assets, taking management and escalation actions as needed to achieve optimal customer outcomes
Assessment of risk throughout engagements, of plans and actions managing critical paths to optimize customer outcomes
Provide communication excellence to ensure clarity of understanding in all cases. Current status, corrective action plans, progress and next steps.
Generation of proper notifications
Critical Customer or Red Account Update reporting
Presentations to varied audiences
Operational analysis and reporting
Ad-hoc reports as needed
Properly transition the customer back to the “normal” state delivery
Lead Close-Loop Corrective Action (CLCA) analysis and remediation efforts driving business optimization to improve customer outcomes
Prepare and conduct area review calls to communicate and progress area issues
Complete assigned special projects in a timely manner
Participate in escalations as needed outside of business hours
Lead and participate in meetings
CULTURE Work hard, play hard environment
WORK FUEL Unlimited snacks and beverages offered
GIVE BACK Paid time-off to support the community
WORK LIFE INTEGRATION Opportunity to work the way you do best
EXTRAS Jawbone fitness band, choice of office gear, parties, ping-pong tournaments, swag and more
HEALTHCARE Complete programs for you and your family
COMPENSATION Competitive salary & equity to attract top talent
INVESTMENT PLANNING 401K savings / pension plan & match
Friedrichstraße 68, Berlin 10117
Information for companies: +49 (0)1745 212
Via G. Fara 35
20124 - Milano (MI)
P. IVA / C.F. 08450800969
Cap. Sociale: € 25,000 i.v.
REA n. MI - 2027147
Information for companies: +39 02 82780 275
General Information: +39 02 82780 276