This role offers the opportunity to make a meaningful impact on customer satisfaction and business success. The Escalation Manager position requires strategic leadership, effective collaboration, and expertise in escalating customer issues.
Key Responsibilities
* Manage critical customer issues through an interdepartmental team, ensuring timely resolutions and maintaining high-quality relationships with key customers.
* Collaborate with Support, Sales, Product Management, and Development Engineers to drive global consistency across portfolios and customers.
* Develop and maintain procedures for customer and field personnel handling escalations, continually improving their effectiveness.
The ideal candidate will have fully fluent communication skills in English, Spanish, and Portuguese, as well as 10+ years of experience in customer-facing sales and/or service delivery roles.
Requirements
* Fully fluent written and verbal communication skills in English, Spanish, and Portuguese.
* At least 10 years of experience in customer-facing sales and/or service delivery roles.
* Proven track record in similar roles such as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or equivalent.