Resolution Manager - Barcelona

In this role you will lead critical incident triage and action-plans to safeguard customer success, collaborating with global engineers and partners. You drive clear communications and consolidate reporting to enable long-term improvements. You balance high-pressure escalation management with cross-functional coordination to deliver a seamless voice of the customer. This position offers exposure to a hybrid, global Support environment and the chance to influence product and process outcomes.

• hybrid work model with in-office days per location
• Triages critical incidents and develops action plans for customer success
• Owns and manages multiple concurrent critical incidents
• Collaborates with a global team of Resolution Managers to ensure continuity
• Delivers internal and external communications during incident lifecycles
• Produces consolidated reporting for trend analysis and long-term planning
• Develops and delivers Post Assessment Reviews to identify improvements
• Escalates and manages issues as needed with internal and external parties
• Optimizes handovers and engineering engagements by representing the voice of the customer
• Works with technology partners to resolve issues and drive ecosystem improvements
• Provides support on weekdays and off-hours on a rotated basis
• 3+ years in escalation, technical support, and/or customer management in enterprise environments
• Advanced customer interaction skills
• Ability to translate customer frustration into positive outcomes
• Experience in field or technical support xcskxlj
• Strong organizational skills and multi-tasking under high stress
• Flexible hours and ability to handle high-profile customer situations
• Experience facilitating executive-level conference calls
• Bachelor of Science in Computer Information Systems or equivalent experience
• Account management or account executive skills for project tracking
• Effective verbal and written communication with customers and partners
• strong communication
• escalation management

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