Escalation Manager Job Description
Job Description
The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing our business relationship and/or sales opportunities with key customers.
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.
Required Skills and Qualifications
Customer Experience: 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
Program/Project management: Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
Collaboration and Influence: Strong capacity for Influencing, negotiating, and delegating efforts
Ability to work in a fast-paced, challenging environment with global customers
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(highly technical, less technical, executives, practitioners)
Technical skills: Experience with Networking/Security Products
Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Benefits
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
Our commitment to innovation and progress is reflected in our dedication to hiring talented individuals from diverse backgrounds.
Join us and be part of a team that values collaboration, creativity, and continuous learning.
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