Job Summary
The Escalation Manager role requires a high-visibility professional to provide strategic escalation for customer issues jeopardizing business relationships and sales opportunities.
This position involves leading critical issue resolution, managing interdepartmental teams, liaising with functional organizations, and communicating with customers and technical audiences.
Key responsibilities include expediting resolution, making informed decisions on urgency, and demonstrating strong judgment in risk management and problem mitigation.
* Ownership of customer issue progress and resolution
* Driving clear intake, scope, priority, and process for streamlined escalation resolution
* Maintaining consistency across portfolio and customers
* Improving procedures for customer and field personnel
Requirements
* Proficiency in English, Spanish, and Portuguese, both written and verbal
* Customer experience: 10+ years of sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, or similar desired
* Ability to multitask and prioritize issue closure on behalf of the customer
* Leadership and communication skills
Preferred Skills
* Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, including general routing/switching/security architectures