Job Overview
We are seeking a seasoned professional to join our team as an Escalation Manager.
This strategic, high-visibility role will provide the highest level of escalation for customer issues that jeopardize business relationships and sales opportunities with key customers.
Key Responsibilities
* Lead and manage the resolution of customers' critical issues by forming and leading interdepartmental teams.
* Liaise with various functional organizations and business units, and with all levels of the company to resolve complex issues.
* Demonstrate strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives.
* Identify systemic issues related to products and/or processes and drive actions to prevent future problems.
* Communicate critical issue status to executive staff, sales teams, and other invested parties.
* Develop and execute action plans to address critical situations, engaging cross-functional and geographically dispersed teams.
Requirements
* Fully fluent in Portuguese, English, and Spanish (both written and verbal).
* 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.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Experience with tools like Salesforce, Asana, Tableau, JIRA, and familiarity with SLA/SLO/Milestones paradigm.
* Strong capacity for influencing, negotiating, and delegating efforts.
* Leadership and communication skills, with ability to effectively lead and motivate cross-functional professionals.
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences.
* Experience with Networking/Security Products, including LAN/WAN technologies.
About Us
We are a dynamic organization committed to providing exceptional customer experiences. Our team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
We value diversity, innovation, and collaboration, and are dedicated to fostering a culture that promotes continuous learning and growth.
If you are a results-driven professional with a passion for customer satisfaction, we encourage you to apply for this exciting opportunity.