The Escalation Manager role plays a critical part in ensuring customer satisfaction and maintaining the Palo Alto Networks business relationship.
Job Description
This strategic position provides high-level escalation for customer issues jeopardizing sales opportunities and key business relationships.
* Liaise with functional organizations, business units, Support, Sales, Product management, development engineers, and corporate executives to achieve streamlined escalation resolution.
Key Responsibilities:
* Elevate Customer Experience: Lead cross-functional teams to develop and execute action plans addressing critical situations.
* Risk Management: Apply relevant focus and governance to solve problems, while minimizing future risks.
* Communication and Reporting: Effectively convey issue status to executive staff, sales teams, and other stakeholders.
* Process Improvement: Identify systemic issues and drive actions to prevent future problems through retrospectives and post-mortem analysis.
Essential Skills:
* Fluency in Portuguese, English, and Spanish written and verbal communication.
* Customer Experience: 10+ years of customer-facing sales and/or service delivery roles.
* Prior experience as Escalations Engineer/Manager or similar roles is desired.
* Creative thinking, adaptability, and strong judgment are essential.