**Job Description:**
Our team is seeking a dedicated and skilled professional to take on the role of Escalation Manager. In this position, you will play a key part in providing exceptional customer service by resolving complex issues that require escalation.
As an Escalation Manager, your primary responsibility will be to lead and manage cross-functional teams to resolve critical customer issues. This involves collaborating with various departments, including Support, Sales, Product Management, and Development Engineers, to ensure timely and effective resolution of customer concerns.
One of your main objectives will be to develop and execute action plans to address critical situations. This will involve working closely with executive sponsors to identify and mitigate risks, as well as communicating effectively with customers and stakeholders to ensure they are informed and engaged throughout the process.
In addition to your technical skills and expertise, you will need to possess strong leadership and communication skills to motivate and direct cross-functional teams. You should also be able to think creatively and adapt to changing circumstances to find innovative solutions to complex problems.
This role offers a unique opportunity to work at the forefront of our dedication to cybersecurity. As an Escalation Manager, you will be responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
**Key Responsibilities:**
* Develop and execute action plans to address critical situations
* Lead and manage cross-functional teams to resolve customer issues
* Collaborate with various departments to ensure timely and effective resolution of customer concerns
* Communicate effectively with customers and stakeholders
* Identify and mitigate risks
**Required Skills and Qualifications:**
To be successful in this role, you will need to possess:
* 10+ years of customer-facing sales and/or service delivery experience
* Experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles
* Strong leadership and communication skills
* Ability to multitask and prioritize to drive issues to closure
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with SLA/SLO/Milestones paradigm
* Technical skills in Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
**Benefits:**
We offer a dynamic and supportive work environment, where you will have the opportunity to grow and develop your skills. Our team is passionate about delivering exceptional customer experiences, and we encourage collaboration, innovation, and creativity.
**What We're Looking For:**
We're looking for a motivated and experienced professional who is passionate about delivering exceptional customer experiences. If you have a customer-centric attitude, excellent communication and leadership skills, and a proven track record of success in a similar role, we'd love to hear from you.