Job Description
Managing Unified Customers’ and Partners’ CritSits to ensure the CritSit process is being followed, and any need of escalation is addressed
· Delivering a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active CritSits
· Expanding internal visibility of Unified customers’ CritSits by managing complex, mission critical, and/or politically charged situations, including Enterprise accounts and Partners
· Identifying systemic issues and flagging process breakdowns during the execution of the CritSit process
· Stepping up to take on challenges by acting as Crisis Manager in catastrophic impact situations
· Pursuing proactive actions to help prevent future issues
· Leading projects and work groups to improve process and tools
· Establishing and maintaining relationships
· Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible
· Actively participating on project initiatives owned by CMET
· Providing CritSit reporting to allow businesses to make better decisions
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
· 7 years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
- OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
- OR equivalent experience
· Ability to work non-standard hours, weekends and public holidays is required
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.