Head of Resolution Management - APAC

Head of Resolution Management – Asia Pacific

This role opens opportunities for candidates based in Sydney, Melbourne or Brisbane.

Genesys is currently recruiting for a Head of Resolution Management in APAC. In this capacity, you will be responsible for managing and orchestrating people, technology & processes to resolve customer critical product incidents that are escalated within the APAC region.

As the Head of Resolution Management you will be able to develop & enhance protocols to deliver better experiences to our customer before and after critical events. This role works with all levels of customer organisations tailoring the messaging to meet the needs of various stakeholders including C-level decision makers.

 What You’ll Do:

The primary responsibilities for this role include (but are not limited to).

• Act as the escalation point of contact for strategic customers and partners to ensure that Genesys is represented in the most positive manner at all times.

• Management and facilitation of critical product issues for the APAC region

• Assess and evaluate the criticality of the issue including the business impact, ensuring handling as a critical escalation is warranted

• Communicating and facilitating meetings with internal and external stakeholders to triage the issue further

• Establish a regular meeting cadence with the customer/partner reporting on the status, timelines and action plan

• Leading and managing executive engagement with customers and partners through significant critical issues

• Assemble and lead a cross-functional virtual team, spanning Customer Success & Services, Product Management, R&D and Sales to manage the resolution of highly critical issues.

• Monitor, report and provide status updates on critical escalations to internal and external stakeholders

• Monitoring and reviewing open critical support cases within the APAC region and reporting on Service Level response times/ escalation performance metrics to internal stakeholders

• Identifying trends and reporting on these to internal stakeholders, both in and out of region

• Continuous oversight of the level of service being delivered

  • Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences

  • Proactively engaging Customer Success Managers and TAM’s on escalated accounts to further advise customers/partners on actions that can be taken to mitigate issues in the future and to improve their overall experience with Genesys

• Provide and deliver education information on Product Support processes, practices and methodologies for internal and external stakeholders to ensure they are successfully followed

 You’ve been there and done this…

• Ability to manage, plan, co-ordinate, prioritise multiple issues at any one time from initial escalation through resolution

• 10-12 + years of experience in Customer Success, Technical Account, or Product Support management within a B2B SaaS organisation.

• Ability to effectively manage issue resolution, providing the customer with an empathetic level of care and support

• Able to influence and drive the required assistance cross functionally to manage resolution in an effective and timely manner

• Ability to organise, lead and manage virtual teams of resources assigned to drive issue resolution

• Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about technical support best practices

• Highly motivated with strong commitment to ongoing best-in-class performance

• Strong customer and partner focus and credibility; ability to engage at senior management and C-level

• Excellent English written and verbal communication skills; presentation skills, ability to effectively communicate complex situations at all levels inside and outside the organisation

• Negotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholders

• Proficient at identifying areas for improvement in programs, processes, systems and tools with a proven record of follow-through on implementation

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Australia.

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