Strategic Escalation Resolution Expert
This is a high-visibility role that provides the highest level of escalation for customer issues. The Escalation Manager will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
Key Responsibilities:
* 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
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
Required Skills and Qualifications:
* Fully fluent in English, Spanish, and Portuguese, both written and verbal
* 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
Benefits:
* A challenging and rewarding role with opportunities for growth and professional development
* A collaborative and dynamic work environment
* The chance to make a meaningful impact on our customers' experiences
About the Team:
The Escalation Managers are part of the Global Incident and Escalation Management team, which covers all Palo Alto offerings of cybersecurity platforms and solutions. We are a team of problem solvers who take risks and challenge cybersecurity's status quo.