Job description

Job Description:

• Focus efforts and partake in all cadence meetings on deal prioritizations; exception handling and highly critical cases (“Red Button”)
• Collaborate with agents on deep-dive knowledge in preparation work for effective cadence meetings
• Hands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetings
• Providing accessibility and agility to cross-support regional POD teams on prioritized / urgent cases
• Supporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as needed
• Exception handling: Manages exceptions that are needed to process a deal that does not follow the standard processing rules.
• Deal prioritization: Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.
• Deal consulting: Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals needed
• Escalation support: Manages cases that have been escalated and provide resolution working along with operations.
• Identify potential opportunities for process & policy enhancement to improve efficiency and experience.