Job Description
The position of Escalation Manager is a strategic role that involves providing high-level escalation for customer issues that are impacting the business relationship and/or sales opportunities with key customers.
The Escalation Manager will lead and manage the resolution of critical issues by forming and leading a cross-functional team, working across various functional organizations and business units, and collaborating with all levels of the company.
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Required Skills and Qualifications
Key qualifications for this position include:
* 10+ years of experience in customer-facing sales and/or service delivery roles
* Past experience as an Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles
* Fully fluent in Portuguese, English, and Spanish both written and verbal
The ideal candidate will possess strong leadership and communication skills, with the ability to effectively lead and motivate a team of cross-functional professionals.
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Benefits
This role offers a unique opportunity to work in a fast-paced, challenging environment with global customers, and to make a significant impact on the company's mission and vision.
As an Escalation Manager, you will be at the forefront of our dedication to cybersecurity, addressing pressing situations for our customers and solidifying our reputation as a leading cybersecurity partner.
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Others
Additionally, this role requires:
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Strong capacity for influencing, negotiating, and delegating efforts
* Experience with Networking/Security Products, including LAN/WAN technologies and general routing/switching/security for both branch and data center architectures