Support Manager（Situation Manager）Situation Manager is a newly created position reporting to Director, Customer Success and is based in Burlington, MA headquarter. This role will be responsible for managing our client's highest level of escalations -- known internally as as "Code Blue" or CB.Primary responsibly:• Manage the progress of all CBs to keep them always moving forward towards resolution• Highly engaged on all CBs• Participate on conference calls as required• Provide status updates to the CB list to management, including executive leaderships• Ensure Salesforces.com cases are updated at documented interval according to urgency designation• Control all email communication to CB distribution list• Ensure high quality of written communication• Ensure all commitments made to customers are communicated in writing to reduce chance for misunderstanding• Document customer responses to Avid recommendations• Manage and facilitate technical troubleshooting across all groups• Attend internal conference calls with Avid cross functional, technical teams if they are needed• Manage customer conference calls as needed • Act as we call, "CB Process cop", to manage adherence across all aspects of the CB processAt times when the Code Blue escalations are light, there are other responsibilities:o Work on Code Blue processes improvement, including proper documentation techniques, best practices for troubleshooting- moving an issue forward; and drive adherence to the code blue process. Conduct training.This is a terrific opportunity to take on a highly visible role within an organization and help solve our client's most critical challenges!Location: Suzhou ChinaCompensation: negotiableThis is a contract job.

Requirements:- 5-10 years of relevant experience, including experience managing client escalation process- Experience in the broadcast industry is beneficial, including direct experience with Avid- Strong project management skills, around live case management, is a must- SAP and Salesforce.com experience is a plus- Strong organizational skills, time management and very high sense of urgency is a must- Solid verbal and written communication is a must, including ability to write in succinct style