About the Role
The Escalation Manager position is a high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the business relationship and/or sales opportunities.
This strategic role leads and manages the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
The Escalation Manager will liaise with and work across various functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.
* Escalation Leadership: Ownership for driving progress and resolution of customers' critical issues. Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution.
* Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Communication and Reporting: Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties.
* Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place.
Responsibilities
* 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.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Effective communication of critical issue status to executive staff, sales teams, and other invested parties.
* Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
Requirements
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* 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.
* 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.
* Collaboration and Influence:
o Strong capacity for Influencing, negotiating, and delegating efforts.
* 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.
About Us
We're problem solvers that take risks and challenge cybersecurity's status quo. We're dedicated to providing best-in-class service for our customers and collaborators.
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.