Escalation Manager / Critical Account Manager - Contact Centre

POSITION: -Escalation Manager / Critical Account ManagerLOCATION: -Chennai / BangaloreJob Description:The Critical Account Manager is a key role within Client's Organization. This individual will lead technical and business collaboration efforts necessary for ensuring customer satisfaction and business continuity for client's most critical accounts. This person will assemble cross functional teams including, but not limited to, R&D and Product Management to drive permanent issue resolution and strategic get-well plans to maintain our customer-for-lifeculture. This person will be the voice of client Networking for critical issue resolution and an important partner with Sales, Engineering, and Services for ensuring future business preservation.Education and Experience Required:o Bachelor's degree in Computer Science, Engineering, or related field.o Master degree in related field a plus.o 10+ Years of customer facing service, engineering support or related delivery roles.o Experience in Service/Technical Escalation Management a plusKnowledge and Skills:o Program/Project Management of critical issues in a cross-functional and highly charged and technical environment.o Excellent understanding of various data networking protocolso Good breadth of understanding of Client products, solutions and use caseso Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) andfacilitate technical analysis and resolutiono Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary.o Must support and promote a whatever-it-takes, customer-first culture during issue resolution.o Must have outstanding communication skills both verbal and written that will be used in dealingdirectly with key customers and all levels of executive staff.o Ability to work in a highly charged, fast paced and challenging environment and still maintain an effective balance of customer advocacy with Client's business goals.Responsibilities:o Must be able to develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan.o Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress.o Will provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadershipo Will identify systemic and pervasive issues related to products, processes, services and sales and drive closed loop corrective actions to prevent reoccurrences.o Will be able to identify and articulate where other service levels may promote improved future outcomes and work with sales on those opportunities.o Will be able to adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome. PRB