Customer Experience Resolution Manager
7 days ago
At Genesys Cloud Services, Inc., we empower organizations to deliver exceptional customer experiences.
About the RoleWe are seeking a highly skilled CUSTOMER EXPERIENCE RESOLUTION MANAGER to join our team. In this role, you will play a critical part in ensuring that our customers receive the best possible experience during critical moments.
Main Responsibilities:- Manage and resolve complex escalated customer issues to minimize their impact on business operations and customer satisfaction.
- Work with all levels of customer organizations to tailor messaging and meet the needs of various stakeholders, including C-level decision makers.
- Drive resolution of Product Support case escalations to ensure that Genesys is represented in the most positive manner at all times.
- Manage and facilitate critical product issues, assessing and evaluating their criticality, including business impact.
- Proven experience managing customer-facing technical teams in a fast-paced and dynamic environment, with knowledge of technical support best practices.
- Able to effectively manage issue resolution, providing customers with empathetic levels of care and support.
- Strong communication and negotiation skills, with the ability to engage at senior management and C-level.
- Excellent English written and verbal communication skills, with presentation skills and the ability to communicate complex situations at all levels.
This role comes with a market-competitive salary range of $80,750 - $158,450, based on location and experience. Additional benefits include medical, dental, and vision insurance, flexible work schedules, development opportunities, and more.
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