EMEA Situation Manager
Job Description (Role Profile)
About the Team:
The Situation Manager reports to the Director of Customer Care
This role will be responsible for managing our client’s highest level of escalations, critical or sometimes known internally as “Code Blue” or CB. At times the Code Blues (CBs) will consume 100% of the role. When the load is light there are secondary responsibilities.
About the Role:
Manage the progress of all critical issues to ensure they are always moving forward towards resolution
Remain highly engaged on all critical issues
Participate on conference calls as required
Provide status updates to the critical issue list to management, including executive leaderships
Ensure Salesforce.com cases are updated at documented intervals according to urgency designation
Control all email communication to critical issue distribution list
Ensure high quality of written communication
Ensure all commitments made to customers are communicated in writing to reduce chance for misunderstanding
Document customer responses to Avid recommendations
Manage and facilitate technical troubleshooting across all groups
Attend internal conference calls with Avid cross functional, technical teams if they are needed
Manage customer conference calls as needed
Act as a “Critical issue Process cop”, to manage adherence across all aspects of the Critical Issue process
Other responsibilities:
Work on Critical issue process improvement, including proper documentation techniques, best practices for troubleshooting- moving an issue forward; and drive adherence to the critical issue process. Conduct training.
Adherence to Code Red process. Code Red (CR) is a process which provides information and awareness prior to a planned event; install, upgrade, maintenance. Review of Code Red activities and engagement of resources in the review process are the responsibility of the Situation Manager
Assisting in the management of regional teams, workload, engagement of resources where required, and general day to day operational management assistance.
About You:
5-10 years of relevant experience, including experience managing client escalation process
Experience in the broadcast industry is beneficial, including direct experience with Avid
Strong project management skills, around live case management, is a must
Must be willing to work after office hour to resolve customer’s issue
SAP and Salesforce.com experience is a plus
Strong organizational skills, time management and very high sense of urgency is a must
Solid verbal and written communication is a must, including ability to write in succinct style
About Avid:
Avid creates the digital audio and video technology used to make the most listened to, most watched and most loved media in the world – from the most prestigious and award-winning feature films, music recordings, and television shows, to live concert tours and news broadcasts. Our innovative digital audio and video solutions continue to revolutionize the art of creative storytelling, and have earned us dozens of awards, including 2 Oscar® statuettes, a Grammy®, and 14 Emmys®. If you want to be a part of this media industry and think you have what it takes to contribute to our Customer’s success through the following opportunity then send us your credentials
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