Advisor, Account Services Management - Archer

Job Description

We are dedicated to the safety of our team members, customers and candidates. Due to the current global situation you may experience a slower response time or fluctuation in our job opportunities as we adjust to the dynamic circumstances. We appreciate your patience and encourage you to Join our Talent Network for the latest RSA career opportunities.Advisor, Account Services Management - ArcherPrimary Location: New Cairo, EgyptAdvisor, Account Services Management - ArcherThe RSA Archer GRC Platform supports business-level management of enterprise governance, risk and compliance (GRC). The platform allows you to adapt a broad range of solutions to your requirements, build new business processes, and integrate with external systems without touching a single line of code. Archers flexible strategy has won over some of the most demanding Fortune 500 companies. These businesses have seized the power of the Platform to make RSA Archer solutions their own, modeling additional business processes in a fraction of the time it would take to develop traditional custom applications. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management and communications at various levels during services engagements from tactical to strategic (Account Management Strategies).PrincipalResponsibilities:* Manage Escalation requests and Accept/Reject based on escalation Criteria* Manage interlock between Archer Technical Support Global Team & other stakeholders.* Manage & Lead Managerial & executive level communications with Customers.* Work with Archer Global Operations team to enhance customer experience* Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs* Acts as point of escalation to resolve customer issues or concerns* Regular direct interaction with customer and end-users* Responsible for developing and maintaining relationships with and on behalf of the customer* Work in a highly matrixed environment and develop relationships with Sales and Operations teams to provide the best possible customer experience* Facilitates the management, mitigation, resolution, and de-escalation of elevated customers and high-severity cases* Ensures critical issues receive proper attention and involve all appropriate parties for judicious decision-making at the earliest point and lowest level possible.* Ensure customer is heard throughout escalation process.* Establish correct expectations, enforce relief and resolve through effective communication.* Analyze and monitor customer Problem Reports (PRs).* Supply regular regional status updates for all escalated Service Requests.* Evaluate escalation performance metrics.* Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams.* Focus on problem avoidance in escalation process.* Lead essential key milestones meetings to align resources around common objectives* Create and distribute key communications using a variety of channels* Keeps key internal leaders and other stakeholders apprised of the escalation status* Leads post-issue root cause analysis (RCA) discussions to minimize and/or eliminate future occurrences* Ensures timely closure of escalation casesSkills* Excellent writing and communication skills and ability to clearly express complex ideas and concepts.* Knowledge of technical communication best practices* Ability and desire to collaborate with others* Strong problem-solving, organizational and project leadership skills* Customer Support Experience is a plus* Ability to work on AMER Time zone working hoursExperience:4+ years relevant experienceRSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team atrsa.global.talent.acquisition@rsa-cybersecurity.com. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.Job ID:ADVIS003125 Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click Add to create your job alert. * Account Services Management, New Cairo, Cairo Governorate, Egypt

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