Key Position: Escalation Manager
This pivotal role focuses on strategic, high-visibility escalation management for customer issues that compromise the business relationship and/or sales opportunities with key customers.
The successful candidate will lead and manage critical issue resolution by forming and leading interdepartmental, cross-functional, and geographically dispersed virtual teams. They will liaise with various functional organizations and business units, from support to corporate executives, to drive progress and resolution of complex customer situations.
* Escalation Leadership: The Escalation Manager is responsible for driving progress and resolution of customers' critical issues, streamlining escalation resolution processes, and maintaining global consistency across portfolios and customers.
* Expedite Resolution: This role involves engaging and leading cross-functional teams in developing and executing action plans to address critical situations, ensuring clear accountability and effective task assignment, and fostering a culture of continuous improvement.
* Communication and Reporting: Effective communication is crucial in this position, as the Escalation Manager must convey critical issue status to executive staff, sales teams, and other stakeholders, using data-driven insights to inform decision-making and track progress towards service-level objectives (SLOs).
* Risk Management: A strong risk management mindset is essential for success in this role, enabling the Escalation Manager to make informed decisions, balance technical and business perspectives, and mitigate risks while prioritizing customer satisfaction.
* Retrospective and Preventive Measures: In addition to resolving current issues, the Escalation Manager will identify systemic problems, develop strategies to prevent future issues, and collaborate with cross-functional teams to implement process improvements and enhancements.
Requirements
* Customer Experience: A minimum of 10 years of customer-facing experience in sales and/or service delivery roles, with expertise in Technical Account Management, Escalations Engineering/Management, or similar areas.
* Program/Project Management: Strong program/project management skills, including experience with tools like Salesforce, Asana, Tableau, JIRA, and familiarity with SLA/SLO/Milestones paradigms.
* Collaboration and Influence: Ability to influence, negotiate, and delegate efforts effectively in a fast-paced environment with global customers.
* Leadership and Communication Skills: Proven leadership and communication skills, with the ability to motivate cross-functional teams, communicate complex topics clearly, and adapt to diverse audiences.
* Technical Skills: Knowledge of Networking/Security Products, LAN/WAN technologies, and general routing/switching/security for branch and data center architectures.
Our Commitment
We value diversity and inclusion in our workplace and are committed to providing equal opportunities for all qualified applicants without regard to age, ancestry, color, disability, gender identity, marital status, medical condition, national origin, physical or mental disability, race, religion, sex, sexual orientation, or other legally protected characteristics.