Critical Situation Manager

Intro and job overview: 

As a Critical Situation Manager, you are going to be a member of the Precisely Global Technical Support team and are responsible for delivering critical situation management and critical account management services to Precisely EnterWorks customers globally. Your position has high visibility and interacts with many groups internally and customers to help achieve an excellent level of customer service and satisfaction. You will manage concurrent EnterWorks customer issues to ensure maximum utilization of customer purchased technology.

Responsibilities and Duties: 

• Provides Critical Situation Management for our EnterWorks customers, managing Severity 1 and escalated issues through to service restoration.
• Responsible for communication with customers, key management staff, and sales account representative, on the status of support services and critical accounts.
• Primary point of contact within the Support organization on EnterWorks Severity 1 and escalated issues.
• Proactively addresses any issues impacting the effectiveness of Precisely service and customer perceptions of deficiencies with respective stakeholders.
• Ensure timely, professional and effective communication with the customer and internal stakeholders.
• Manages the remediation process and technical resources by facilitating cross-departmental collaboration, coordinates the end-to-end customer experience and owns the internal and external communications. Acts as customers and account team’s primary contact during critical situations
• Works with the technical specialists to manage the escalation and resolution of problems and incidents.
• Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both technical and management perspectives.
• Oversees EnterWorks customer critical account technical support situations to ensure all elements of technical support are progressing to issue resolution.
• Escalates issues/risks quickly for mitigation.
• Ownership of Root Cause Analysis research with multiple technical teams inside of Precisely, and delivery to customer.
• Leads and participates in projects relating to the continuous improvement of EnterWorks support services.
• You will work periodic weekend shifts for on call support.

Requirements and Qualifications:

• Business development and customer relationship management experience – large / complex enterprise, customer facing and executive level customer relationship and account management experience desired
• Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
• Proven experience managing customer escalations within a Technical Support environment
• Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
• Prior experience working for a global IT vendor in a similar role
• Knowledge of Software Development Lifecycle Management and software defect tracking
• Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
• Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs

Preferred Qualifications:  

• Experience with Enterprise MDM Applications
• Experience with CRM and Ticket tracking Applications
• Experience with BI / Dashboarding Tools
• 5+ Years of customer facing experience

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