Job Summary
We are seeking an experienced Escalation Manager to join our team. In this role, you will be responsible for leading the resolution of critical customer issues and providing high-level escalation support.
Job Description
* 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.
* This role demands proactivity, efficiency, and a dedication to constant refinement, as well as a passion for customer satisfaction.
* The Escalation Manager will liaise with and work across various functional organizations and business units, including Support, Sales, Product Management, and Development Engineers.
* You will be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers and solidifying our reputation as the go-to cybersecurity partner.
* In addition to leading the virtual team, the Escalation Manager will engage in communication and reporting activities, effectively communicating critical issue status to executive staff, sales teams, and other invested parties.
* The role also involves risk management, making informed decisions on elevating urgency and applying relevant focus to solve for a situation with right governance, guardrails, and reviews in place.
* Furthermore, the Escalation Manager will participate in retrospectives and postmortems to help improve the process/system/product, identify systemic and pervasive issues related to products and/or processes, and drive actions to prevent future problems.
Required Skills and Qualifications
* Fully fluent in English, 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
* 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
* Strong capacity for influencing, negotiating, and delegating efforts
* Leadership and communication skills, with experience in being able to effectively lead and motivate a team of cross-functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners)
* Experience with Networking/Security Products, Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Benefits
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