Job Description
We're seeking a high-performing Escalation Manager to join our team. In this role, you'll be responsible for leading the resolution of critical customer issues that impact our business relationships and sales opportunities.
You'll work closely with cross-functional teams, including support, sales, product management, and development engineers, to drive clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
Key responsibilities include:
* Ownership for driving progress and resolution of customers' critical issues
* Drive global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
Required Skills and Qualifications
To succeed in this role, you'll need:
* Fully fluent in Portuguese, English, and Spanish 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
* Program/Project management skills
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
Benefits
As an Escalation Manager, you'll enjoy:
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