Job Description:
Escalation Leadership Role
This strategic, high-visibility role provides the highest level of escalation for customer issues that are jeopardizing business relationships and sales opportunities. The Escalation Manager will lead and manage the resolution of critical issues by forming and leading an interdepartmental team.
1. Ownership for driving progress and resolution of customers' critical issues
2. Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
3. Drive global consistency across portfolio and customers
4. Maintain and improve procedures for customer and field personnel for escalation handling
Key Responsibilities:
* Engage and lead cross-functional teams in the development and execution of action plans to address critical situations
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
* Expedite resolution of customer issues through timely decision-making and effective resource allocation
Requirements:
Essential Skills and Qualifications:
* 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
* 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
Benefits:
The Global Incident and Escalation Management team offers a dynamic and challenging work environment where you can make a real impact on our customers' success. As an Escalation Manager, you will be part of a talented team that is dedicated to delivering exceptional customer experiences.
We offer a competitive compensation package, including benefits such as health insurance, retirement plans, and paid time off. Additionally, we provide opportunities for professional growth and development through training and education programs.
We value diversity and inclusion in our workplace and strive to create a welcoming environment for all employees. If you require accommodations due to a disability or special need, please contact us at [accommodations email].