Job Description
We are seeking a skilled Escalation Manager to lead and manage the resolution of customers' critical issues.
Responsibilities:
* Drive progress and resolution of critical issues for customers
* Establish clear intake, scope, priority, exit criteria, and end-to-end processes for streamlined escalation resolution
* Ensure global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel on escalation handling
* Handle direct customer leadership and technical audiences as necessary
* Expedite issue resolution
* Engage and lead cross-functional and geographically dispersed teams in developing and executing action plans for addressing critical situations
* Effectively assign tasks and responsibilities to achieve key objectives of critical accounts and issues
* Hold relevant owners accountable for driving target service-level objectives (SLO) and intermediate milestones
* Collaborate with Executive Sponsors to resolve roadblocks in a timely manner
Requirements:
* Fully fluent in English, Portuguese, and Spanish both written and verbal
* Customer experience expertise
* 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
* Program/project management skills
* Ability to manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
* Capacity to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with the SLA/SLO/Milestones paradigm
* Strong capacity for influencing, negotiating, and delegating efforts
* Ability to work in a fast-paced, challenging environment with global customers
* Leadership and communication skills
* Experience in leading and motivating a team of cross-functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences
* Technical skills
* Experience with networking/security products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
As an Escalation Manager, you will be responsible for leading and managing the resolution of customers' critical issues. You will establish clear intake, scope, priority, exit criteria, and end-to-end processes for streamlined escalation resolution. Additionally, you will ensure global consistency across portfolio and customers, maintain and improve procedures for customer and field personnel on escalation handling, and handle direct customer leadership and technical audiences as necessary.
The ideal candidate will have 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, and fully fluent in English, Portuguese, and Spanish both written and verbal. They must possess a customer-centric attitude and focus on providing best-in-class service, program/project management skills, ability to manage critical issues in a cross-functional environment, capacity to multitask and prioritize, familiarity with tools like Salesforce, Asana, Tableau, JIRA, strong capacity for influencing, negotiating, and delegating efforts, ability to work in a fast-paced, challenging environment with global customers, leadership and communication skills, experience in leading and motivating a team of cross-functional professionals, expertise in communicating complex topics in a clear and concise manner to different tiers of audiences, technical skills, experience with networking/security products, and knowledge of LAN/WAN technologies.
This is a fantastic opportunity to join our team and make a meaningful impact on our customers' experiences.
We value diversity and inclusion in the workplace. We strive to create an environment where everyone feels welcome and empowered to contribute their best work.