Job Title
A strategic role that provides high-level escalation for customer issues.
About This Role
This position is a key part of our Global Incident and Escalation Management team. The successful candidate will lead the resolution of critical customer issues, forming and managing virtual teams to achieve streamlined escalation resolution. They will liaise with various functional organizations and business units, working across levels of the company to resolve complex issues efficiently.
Responsibilities
* Drive clear intake, scope, priority, exit criteria, and end-to-end process for streamlined escalation resolution
* Maintain and improve procedures for customer and field personnel for escalation handling
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place
Requirements
We are looking for an experienced professional with strong leadership skills, ability to multitask, and prioritize with a goal of driving issues to closure on behalf of the customer. The ideal candidate should have:
* Fully fluent in English, Portuguese, and Spanish both written and verbal
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators
* Ability to work in a fast-paced, challenging environment with global customers
* Strong capacity for influencing, negotiating, and delegating efforts
* Leadership and communication skills
* Experience in being able to effectively lead and motivate a team of cross-functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences
* Technical skills, including experience with Networking/Security Products, Knowledge of LAN/WAN technologies, and ownership for driving progress and resolution of customers' critical issues
Benefits
This role offers the opportunity to be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers. As an Escalation Manager, you will hold a central position in solidifying our reputation as the go-to cybersecurity partner. You will drive continuous learnings and efficiency into the Escalation Management and Product Lifecycle, contributing to our focus on customer experience.
About Us
We're problem solvers that take risks and challenge cybersecurity's status quo. We're committed to providing reasonable accommodations for all qualified individuals with a disability. We celebrate diversity in our workplace and welcome applications from candidates who share our values.