Orchestrate resources to solve cross-product, partner-level troubleshooting escalations, providing additional context and interim advice to unblock issues.
Identify troubleshooting and knowledge gaps within the agency to prioritize enablement, training, and automation opportunities.
Analyze escalation types across the partner's portfolio to identify trends and reduce escalations.
Lead conversations for priority escalations flagged by sales teams for faster resolution.
Manage customer experiences for a designated portfolio of clients, ensuring resolution of issues and customer satisfaction by monitoring key client engagement metrics (e.g., product adoption, issue resolution time, and satisfaction scores) to identify and address areas for improvement.
Minimum qualifications:
Bachelor’s degree or equivalent practical experience.
8 years of experience in technical project management or a customer-facing role.
Preferred qualifications:
Bachelor’s degree or equivalent practical experience.
5 years of experience in project/program management, consulting, or a client-facing role.
Ability to work flexible non-standard working hours in line with customer requirements.
Ability to engage with cross functional teams.
