Job Overview:
We are seeking a highly skilled Escalation Manager to join our team. The successful candidate will be responsible for managing critical issues and ensuring timely resolution.
Key Responsibilities:
* Lead the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team
* Manage the intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* 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
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Creative thinking, adaptability, and versatility
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Strong ability to influence and effectively assign tasks and responsibilities to successfully achieve all key objectives of the critical account
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Requirements:
* Fully fluent in English, Spanish, and Portuguese, 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
* 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
* Collaboration and Influence
* Strong capacity for Influencing, negotiating, and delegating efforts
* Ability to work in a fast-paced, challenging environment with global customers
* Leadership and communication skills
* 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)
* Technical skills
* Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
* Creative thinking, adaptability, and versatility
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Strong ability to influence and effectively assign tasks and responsibilities to successfully achieve all key objectives of the critical account
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Why Join Us?
* We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics
* All your information will be kept confidential according to EEO guidelines