Job Description:
As a strategic escalation manager, you will lead the resolution of critical customer issues that threaten our business relationship and sales opportunities.
You will form and manage cross-functional teams to address complex problems, working closely with support, sales, product management, and development engineers across various levels of the company.
* Drive clear intake, scope, priority, exit criteria, and end-to-end processes for streamlined escalation resolution
* Maintain global consistency across portfolios and customers
Expedite Resolution:
* Engage and lead cross-functional, geographically dispersed teams in developing and executing action plans to address critical situations
* Assign tasks and responsibilities effectively to achieve key objectives
* Clear accountability on relevant owners for driving target service-level objectives and intermediate milestones
Communication and Reporting:
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
* Use data to deliver outcomes and track progress towards service-level objectives
Risk Management:
* Make informed decisions on elevating urgency and applying relevant focus to solve situations with right governance, guardrails, and reviews in place
* Demonstrate strong judgment in risk management and problem mitigation
Retrospective and Preventive Measures:
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
* Co-create and pilot proactive programs to reduce likelihood of customer and field escalations
Required Skills and Qualifications:
* Fully fluent in Portuguese, English, and Spanish (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
Benefits:
* Ability to work in a fast-paced, challenging environment with global customers
* Strong capacity for influencing, negotiating, and delegating efforts
* Leadership and communication skills
Others:
* Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures