Partner with Customer Care, DevOps, Product Management, and Customer Success teams. * Act as liaison to Product Management for roadmap discussions and feature alignment. Proactive Risk & Escalation Management * Minimum 5 years of experience in Customer Success, Contact Center Management, Solutions Consulting, or related fields. * Workforce Management * Foundational knowledge in areas such as AI/ML, networking, operating systems, programming, and databases. * Excellent negotiation and conflict management abilities. * Strong project management skills with the ability to manage multiple parallel initiatives. * Experience in escalation and risk management.
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