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Customer Service
Customer Incident Manager Full Time
The essence of this role and those successful within it will be able to communicate complex problems in a succinct and effective way. Engagement with customers and cross-functional alike will be required in the command and resolution of complex systems. Through these efforts, partnering with our field team to align with key customer staff as well as serving the purpose of exceptional customer outcomes.
Key Responsibilities:
- Manage and resolve high-priority software escalations from global support teams.
- Collaborate with engineering and product teams to identify root causes and implement solutions.
- Serve as the primary technical liaison between the company and assigned key accounts.
- Provide regular updates to stakeholders on the status of escalated issues.
- Develop a deep understanding of customers’ business objectives and technical environments.
- Provide proactive technical guidance and support to help customers optimize their use of our products.
- Collaborate with sales, engineering, and product teams to address customer needs in and out of escalation engagement.
- Conduct regular account engagements to ensure understanding of customer priorities, key projects and IT/Technical changes to impacting environment
- Manage and resolve technical issues, coordinating with internal teams to ensure timely resolution.
- Monitor customer health metrics and develop action plans to address any potential risks.
Qualifications:
- Must be able to command and drive action through consistent, concise and decisive communication standards
- Ability to effectively communicate and set expectations with customers
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in software support or a related technical role.
- Proven experience in managing software escalations and resolving complex technical issues.
- Strong understanding of software development processes and methodologies.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced, global environment.
- Strong leadership and team management skills.
- Experience with customer relationship management (CRM) and ticketing systems.
- Ability to travel internationally as needed.
