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    Escalations Manager - San José, Costa Rica - TD SYNNEX

    TD SYNNEX
    TD SYNNEX background
    De jornada completa
    Descripción

    Job Purpose:

    The position is a strategic, high-visibility role that provides the highest level of escalation management for customer issues that are jeopardizing the Cohesity business relationship and/or sales opportunities with key customers. These issues typically have executive transparency and involve issues that span product, service, support and other business functions.

    The role requires both cross-functional as well as external coordination with customers and partners, Sustaining and Development Engineers, Product Management, Site Reliability Engineers, and Account Teams in unison to resolve complex challenges. In this role, you will lead and manage the programmatic resolution of customers' critical issues by building and owning an interdepartmental, cross-functional, and geographically-located virtual team

    Responsibilities:

  • Capacity to work in a challenging environment with international clients
  • Written and verbal communication skills; including the ability to clearly articulate technical issues to executive audiences as well technical and also explain the impact in business terms.
  • Strong analytical and end to end problem-solving skills
  • Capability to multitask and prioritize with a strong sense of getting to closure on behalf of the customer
  • Be comfortable in a fast-paced, demanding environment with global customers
  • Have an excellent customer-first demeanor and willingness to go beyond expectations to ensure customer success
  • Demonstrated proficiencies to lead and motivate others through forming and executing resolution plans for complex issues
  • Additional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management or similar roles
  • Working Conditions:

  • Occasional non-standard work hours or overtime as business requires.
  • Professional, office environment.
  • Remote / Work-from-home.
  • Frequent Travel Required (25%).
  • What's In It For You?

  • Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
  • Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
  • Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
  • Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
  • Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
  • Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
  • Don't meet every single requirement? Apply anyway.

    At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for



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