Job Description
The Escalation Manager is a strategic role that provides high-level escalation for customer issues threatening the business relationship and/or sales opportunities with key customers.
Key Responsibilities:
* Lead the resolution of critical issues by forming and leading an interdepartmental team
* Liaise with various Palo Alto Networks functional organizations and business units
* Manage global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel
Requirements:
Qualifications:
* 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
Skills:
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Strong capacity for Influencing, negotiating, and delegating efforts
Benefits:
As an Escalation Manager, you will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Others:
This role demands proactivity, efficiency, and an unwavering dedication to constant refinement. You will address the most pressing situations for our customers and hold a central position in solidifying our reputation as the go-to cybersecurity partner.