Job Description
We are seeking an expert to lead the resolution of critical customer issues in a high-visibility role. As an escalation manager, you will provide strategic leadership and manage cross-functional teams to resolve complex problems affecting key customers.
The ideal candidate will possess exceptional communication skills, strong analytical abilities, and the ability to work effectively in a fast-paced environment. You will be responsible for driving progress and resolution of customers' critical issues, leading cross-functional teams, and influencing stakeholders at all levels.
This role demands proactivity, efficiency, and a passion for customer satisfaction. The successful candidate will be part of a global team that is committed to delivering exceptional customer experiences.
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Required Skills and Qualifications
* Fully fluent in English, Portuguese, and Spanish (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
* Program/Project management experience, managing critical issues in a cross-functional environment
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Benefits
As a member of our global team, you will have the opportunity to work with cutting-edge technology and contribute to the development of innovative solutions. We offer a collaborative and dynamic work environment, where your skills and expertise will be valued and recognized.
Our team is dedicated to delivering exceptional customer experiences, and we are committed to helping you grow and develop in your career. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
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Additional Information
Our team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As an escalation manager, you will hold a central position in solidifying our reputation as a trusted cybersecurity partner. Addressing the most pressing situations for our customers, you will be at the forefront of our dedication to customer satisfaction.