Job Title: Escalation Manager
About the Role
This is a challenging and high-visibility role that requires strong leadership and communication skills. As an Escalation Manager, you will be responsible for leading and managing the resolution of critical customer issues.
You will form and lead interdepartmental teams to resolve customer issues in a timely and efficient manner. This includes collaborating with various functional organizations and business units within the company, as well as with external stakeholders.
Key Responsibilities
* Escalation Leadership: Drive progress and resolution of customers' critical issues through clear intake, scope, priority, exit criteria, and end-to-end process management.
* Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in developing and executing action plans to address critical situations.
* Communication and Reporting: Effectively communicate critical issue status to executive staff, sales teams, and other invested parties using dashboards and data-driven insights.
* Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for situations with right governance, guardrails, and reviews in place.
* Retrospective and Preventive Measures: Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
Requirements
To be successful in this role, you will need:
* Fully fluent in English (written and verbal).
* Customer Experience: 10+ years of customer-facing sales and/or service delivery roles.
* Program/Project management: 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.
* Collaboration and Influence: Strong capacity for influencing, negotiating, and delegating efforts.
* Leadership and communication skills: Experience in being able to effectively lead and motivate a team of cross-functional professionals.
* Technical skills: Experience with Networking/Security Products and knowledge of LAN/WAN technologies.
Benefits
This role offers a unique opportunity to work with a global team and contribute to the company's mission of providing cybersecurity solutions. You will have the chance to develop your leadership and technical skills, as well as collaborate with diverse stakeholders.
About Us
We are a dynamic and innovative company committed to providing exceptional customer experiences. We value diversity and inclusion, and we strive to create a workplace culture that is inclusive, supportive, and empowering.