Job Description:
The Escalation Manager position is a strategic role that provides high-level escalation for customer issues affecting business relationships and sales opportunities.
This manager will lead the resolution of critical issues by forming and leading interdepartmental teams, liaising with various organizations, and communicating with all levels of the company.
The ideal candidate will drive progress and resolution of customers' critical issues, engage and lead cross-functional teams, and communicate issue status to executive staff and other invested parties.
Required Skills and Qualifications:
* Customer Experience
o 10+ years of customer-facing sales and/or service delivery roles
o Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
o Customer centric attitude and focus on providing best-in-class service for customers and collaborators
* Program/Project Management
o 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
o Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
o Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
* Collaboration and Influence
o Strong capacity for Influencing, negotiating, and delegating efforts
o Ability to work in a fast-paced, challenging environment with global customers
* Leadership and Communication Skills
o Experience in being able to effectively lead and motivate a team of cross functional professionals
o Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
* Technical Skills
o Experience with Networking/Security Products
o Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Benefits:
* Drive continuous learnings and efficiency into the Escalation Management and Product Lifecycle
* Be part of a culture that values trust, accountability, and shared success where your work truly matters
Others:
* We are committed to providing reasonable accommodations for all qualified individuals with a disability
* We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics