Critical Situation Manager

Remote   |   Full Time

As a Critical Situation Manager, you will be the project owner for large and strategic customers during their go-live, hyper care and post live phase. You will be responsible for project, customer and stakeholder management of program. You ensure superb execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.


The Critical Situation Manager works with the product support team collaborating with Developers, Product, PS & I and Sales teams to ensure delivery of a unified support experience for customers. You work directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed, regularly acting as the customers’ advocate helping prioritize and gain momentum in solving complex challenges.


The primary objective of this role is to Manage – Critical Situations, Drive– drive stakeholder accountability, Drive - Drive program and process improvement, Prevent – Prevent escalations, Improve – Overall Customer Experience


Who You Are

  • Fast learner with excellent verbal and written communication skills.

  • Experience in driving situation management for highly escalated issues

  • Comfortable in representing escalated issues (in real-time) to technical and non-technical teams

  • A decisive individual with excellent judgment and decision-making abilities

  • Comfortable communicating with key executives including CX levels, internally and externally


Responsibilities

  • Resource planning based on the complexity of the requirements and timeline expectations of the customer 

  • Coordinate and drive regular calls with the customer till issue closure

  • Set-up and drive the regular status meetings with the appropriate stakeholders using RACI methodology

  • Establish communication protocols through regular status reports with the health of the project for all stakeholders

  • Identify key focus areas and blockers that are halting the project 

  • Act as customer advocate in raising feature requests of the customer with the product engineering team 

  • You will orchestrate the end-to-end customer escalation process to expedite resolution of highly complex situations

  • You will set accurate expectations including exit criteria from the escalation procedures, enforcing relief to the Customers, and reviewing the case procedure formulated by the escalation team for ensuring the Customer’s satisfaction throughout the escalation process. This includes engaging senior management, as required.

  • You must Update and maintain escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly.

  • You will be required to join Service Review Calls and provide updates on escalated issues

  • Address incoming critical escalations from executives and/or key customers, and coordinate response, often across multiple teams, in order to facilitate swift and effective resolution of those situations.

  • Leads cross-functional post-incident process reviews to ensure continuous improvement of operations and execution, enabling the delivery of post incident reports to customers and stakeholders

  • Demonstrated business acumen and successful experience managing all aspects of programs, including communicating with stakeholders and directing matrixed teams and resources

  • Participate in the CAPA (Corrective action/preventive action) for any serious issues that affected the assigned customer

  • Ability to understand customers’ industry, infrastructure environment, and roadmaps

  • You will be required to join Service Review Calls and provide updates on escalated issues

  • Manage customer and internal stakeholder communications for any multi-customer issues via multiple communication channels ensuring updates are timely, accurate and actionable.


Must have: 

  • 4 years in a Critical situation/Escalation management experience or similar role in an enterprise environment

 

Good to have:  

  • SaaS experience 

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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