Head of Resolution Management (SaaS)

TL;DR

Head of Resolution Management (SaaS): Managing and orchestrating people, technology, and processes to resolve critical product incidents for customers in the APAC region with an accent on executive engagement and cross-functional leadership. Focus on developing resolution protocols, managing C-level stakeholders, and driving systemic process improvements to enhance customer experience.

Location: Must be legally permitted to work in Australia. Based in Sydney, Melbourne, or Brisbane (Flexible/Hybrid).

Company

AI-powered Experience Orchestration platform empowering organizations to improve customer and employee loyalty through empathetic and personalized experiences.

What you will do

• Act as the primary escalation point of contact for strategic customers and partners in the APAC region.
• Manage and facilitate the resolution of critical product issues, evaluating business impact and criticality.
• Assemble and lead cross-functional virtual teams spanning Customer Success, Product Management, R&D, and Sales.
• Establish communication cadences and report status, timelines, and action plans to internal and external stakeholders.
• Lead executive engagement with C-level decision-makers during significant critical product issues.
• Identify trends in support cases and implement process improvements to mitigate future issues and improve overall experience.

Requirements

• 10-12+ years of experience in Customer Success, Technical Account, or Product Support management within a B2B SaaS organization.
• Must be legally permitted to work in Australia.
• Proven ability to lead virtual teams and manage complex issue resolution in fast-paced, dynamic environments.
• Strong credibility and experience engaging with senior management and C-level executives.
• Excellent English written and verbal communication and presentation skills.
• Expertise in negotiation, conflict management, and building stakeholder trust.

Culture & Benefits

• Independence to make a larger impact on the company and take ownership of work.
• Collaborative environment emphasizing empathy.
• Competitive benefits and perks comparable to larger tech companies.
• Flexible work arrangements (Hybrid).