Senior Critical Situation Manager - REMOTE at Jobgether – Czechia

Senior Critical Situation Manager - REMOTE

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Critical Situation Manager. In this role, you will be part of a global Escalation Management Team, managing and driving action for complex escalations with enterprise and critical accounts. You will bring order to chaotic situations and strengthen customer trust. Quick identification of roadblocks and building relationships with key stakeholders will be crucial to your success. Your innovative solutions will address complex problems, and you will have the opportunity to participate in recognition programs that celebrate achievements.Accountabilities

• Lead and manage critical customer situations with effective resolution strategies.
• Act as the primary resolution owner for escalations, coordinating cross-functional teams.
• Serve as a trusted advisor between customers and various internal teams to ensure balanced outcomes.
• Communicate effectively with all stakeholder levels, including C-level executives.
• Leverage technical expertise to translate complex issues into actionable insights.
• Collaborate with engineering and support teams to refine technical recommendations.
• Maintain trusted relationships with customers to foster transparency and proactive engagement.
• Identify root causes of escalations and implement preventive measures.
• Coach team members and stakeholders, promoting knowledge sharing.
• Act as a regional focal point for process improvement to enhance customer experience.

Requirements

• Minimum of 5+ years experience managing customer incident escalation and critical situations.
• Strong technical aptitude with experience in enterprise technologies.
• Experience in customer success, technical support, or account management.
• Familiarity with Open Source technologies is beneficial.
• Experience in handling complex implementations and multidisciplinary teams.
• Strong communication skills with diverse stakeholders.
• Project management experience is a plus.

Benefits

• Flexible working environment with opportunities for remote work.
• Participation in recognition programs for achievements.
• Continuous professional development and coaching opportunities.
• A collaborative and inclusive company culture.

Why Apply Through Jobgether? We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.#LI-CL1