Area Support Lead Crisis Prevention and Management

Customer Resolution Acts as a subject matter expert on best practices to support the customer experience. Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Provides examples and direction to prioritize efforts to prevent and reduce escalations/crises. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Support Area and regional leadership and collaborate with the Area Business Partner to identify systematic issues and leads process improvement efforts to ensure continuous improvement Recommend process improvements and support the Area Connected Reactive Support forums with identified actions. Support Escalation Management IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience Master's Degree in technology, business, or related field AND 12+ years technology industry, customer service, or related experience 5+ years experience managing projects. Crisis Management and C-Suite communication experience. Cloud Technology Certification (minimum of Azure Fundamentals and/or M365 Fundamentals). Project or Program management experience. Knowledge and understanding of Unified Deal Construction preferred.