Remote · United States
Posted on Monday, May 15, 2023
At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 eXperience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
Learn more on our company website at www.8x8.com and follow our pages on LinkedIn, Twitter and Facebook.
The 8x8 Director of Critical Account Management will be responsible for managing customer accounts when they have reached a crisis state and ensuring that all their issues are resolved in a timely and efficient manner. The position will require the individual to work with cross-functional teams to drive customer satisfaction and provide a superior customer experience. The Director of Critical Account Management will be responsible for managing the entire customer lifecycle from crisis to a stable state and back to SOP.
This role does not have any direct reports, but the Director of Critical Account Management will work closely with cross-functional teams and provide guidance and support to internal teams as needed.
Take a holistic approach when addressing customer's issues with the 8x8 solution.
Act as the primary point of contact for Customer accounts when they have entered a crisis situation and work with cross-functional teams to resolve customer issues.
Develop relationships with key customer stakeholders to ensure that customer needs are being met.
Analyze customer data to identify trends and develop action plans to improve customer satisfaction.
Develop and maintain a customer communication plan that provides regular updates to the customer on the status of their issues.
Work with internal teams to ensure that customer issues are prioritized and resolved in a timely and efficient manner.
Provide regular status updates to the appropriate 8x8 executive staff on the status of critical customer accounts.
Develop and implement processes and procedures to ensure that customer issues are managed effectively.
Lead and participate in customer-facing meetings and provide support as needed.
Maintain a thorough understanding of the company's products and services and how they can be used to solve customer issues.
Deliver RCA analysis & learnings to key stakeholders.
Track and report status R/Y/G - RED, YELLOW, GREEN.
Organize and lead Strategic (Tiger) Team members to drive issue resolution.
Bachelor's degree in a relevant field or equivalent work experience
10+ years of experience in a customer-facing role in SaaS related industry.
Excellent communication and interpersonal skills.
Strong problem-solving skills and the ability to think strategically.
Ability to manage multiple priorities and work under tight deadlines.
Experience working in a fast-paced, high-pressure environment.
Strong leadership skills and the ability to motivate and inspire teams.
Ability to work independently and take ownership of projects.
Experience managing critical customer accounts and resolving complex issues.
This is a remote position.
Willingness to travel is required.
Base Pay Range:
*The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
For European Job Applicants our Job Applicant Privacy Notice can be found here.
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