Job Description:
The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the business relationship and/or sales opportunities with key customers.
This role requires the ability to lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed team which are formed based on the customer and escalation needs.
As the Escalation Manager, you will be responsible for driving clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
Additionally, you will maintain and improve procedures for customer and field personnel for escalation handling, handle direct customer leadership and technical audiences as appropriate, and expedite resolution through engagement and leadership of cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
Key Responsibilities:
* Drive global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
* Expedite resolution through engagement and leadership of cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
Requirements:
Fully fluent in Portuguese, English, and Spanish both written and verbal.
Candidate should have 10+ years of customer-facing sales and/or service delivery roles, preferably in Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
Strong customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
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.
What We Offer:
Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.