Customer Advocacy Representative

6 days ago

Pune, Maharashtra, India AltaReturn Full time

About the Role

We are seeking a highly skilled Customer Advocacy Representative to join our team at AltaReturn. This individual will be responsible for coordinating and facilitating bridges for critical incidents, ensuring timely resolution and effective communication.

Key Responsibilities

  • Proven experience in coordinating and facilitating critical incidents, ensuring timely resolution and effective communication.
  • Strong written and verbal communication skills to effectively prepare and send internal communications regarding critical issues and draft external-facing communication materials.
  • Proficiency in conducting Post Incident Reviews (PIRs) and Root Cause Analyses (RCAs) for external incidents, identifying the underlying causes and recommending preventive actions to avoid future occurrences.
  • Demonstrated ability to analyze data and information to identify customer pain points and drive corrective actions based on escalations, fostering increased partnership and support for Customer Success Managers (CSMs).
  • Experience in tracking and updating key performance indicators (KPIs) to monitor the performance and effectiveness of incident management processes.
  • Proven ability to organize and facilitate Operational Executive Board (OEB) calls, ensuring effective communication and collaboration among stakeholders.
  • Strong knowledge and experience in running Emergency Change Advisory Board (ECAB) and Change Advisory Board (CAB) meetings as necessary, ensuring proper evaluation and approval of changes.
  • Ability to effectively manage the problem backlog and facilitate movement with stakeholders as required, ensuring timely resolution and prioritization of problems.
  • Availability for on-call shifts outside of regular working hours is required.
  • 10+ years' experience in a technical support environment, handling highly complex issues.
  • 5+ years managing, coordinating, and ensuring resolution on executive-facing escalations.
  • Outstanding communication skills at the C-Level: Both Written and Verbal Communications.
  • Deep experience leading and responding to complex critical incidents.
  • Strong operational and services experience in a cloud services delivery environment.
  • Providing mission-critical support to large enterprise customers.
  • Previous experience directing and maximizing the benefits of collaborating with global teams.
  • Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
  • Enthusiasm about technology and finance.

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