Escalation Manager Role
Job Summary:
We are seeking an experienced critical issue resolution specialist to join our global incident and escalation management team. As a key member of our customer support organization, you will be responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
Key Responsibilities:
1. Lead and manage the resolution of customers' critical issues by forming and leading interdepartmental, cross-functional, and geographically dispersed virtual teams.
2. Liaise with and work across various functional organizations and business units to resolve complex and critical issues.
3. Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
4. Maintain and improve procedures for customer and field personnel for escalation handling.
5. Handle direct customer leadership and technical audiences as appropriate.
6. Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
7. Effective Communication: Communicate critical issue status to executive staff, sales teams, and other invested parties.
8. Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place.
9. Retrospective and Preventive Measures: Conduct retrospectives and postmortems to help improve processes/systems/products.
Requirements:
* Fully fluent in Portuguese, English, 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.
* Program/Project management skills.
* Collaboration and Influence: Strong capacity for influencing, negotiating, and delegating efforts.
* Leadership and communication skills.
* Technical skills: Experience with networking/security products, knowledge of LAN/WAN technologies.