Job Overview
The Escalation Manager position plays a pivotal role in providing top-tier escalation services for critical customer issues. As a key member of the Global Incident and Escalation Management team, you will be responsible for leading cross-functional teams to resolve complex customer problems. Your expertise and leadership skills will be instrumental in driving expedited response, remedy, and resolution for our most pressing issues.
Responsibilities
* Lead and manage the resolution of customers' critical issues by forming and leading virtual teams that are geographically dispersed and interdepartmental.
* Liaise with various functional organizations and business units to drive clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolutions.
* Develop and implement global consistency across portfolios and customers while maintaining and improving 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 effectively.
* Collaborate with executive sponsors to help resolve roadblocks in a timely manner.
Requirements
* 10+ years of customer-facing sales and/or service delivery roles with experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
* Strong 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 SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like.
* Excellent leadership and communication skills with experience in effectively leading and motivating a team of cross-functional professionals.
Benefits
* Opportunity to work in a fast-paced, challenging environment with global customers.
* Ability to influence and negotiate efforts to drive successful outcomes.
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners).
* Creative thinking, adaptability, and versatility in solving complex problems and making informed decisions from both business and technical perspectives.
About Us
We're problem solvers that take risks and challenge cybersecurity's status quo. We're committed to diversity and inclusion, celebrating diverse teams innovating together. We provide reasonable accommodations for all qualified individuals with a disability. All your information will be kept confidential according to EEO guidelines.