Palo Alto Networks seeks an experienced Escalation Manager to lead the resolution of critical customer issues. This role requires strong leadership, communication, and problem-solving skills, as well as fluency in multiple languages.
This position is responsible for driving clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution. It also involves maintaining and improving procedures for customer and field personnel for escalation handling.
Key Responsibilities:
* • Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* • Maintain and improve procedures for customer and field personnel for escalation handling.
* • Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
Requirements:
* • 10+ years of customer-facing sales and/or service delivery experience.
* • Fully fluent in Portuguese, English, and Spanish.
* • Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
Benefits:
* • Flexible work arrangements, including remote work options.
* • Opportunities for professional growth and development.