About the Role:
As a strategic, high-visibility Escalation Manager, you will lead and manage the resolution of customers' critical issues that are jeopardizing the business relationship and/or sales opportunities with key customers. You will form and lead an interdepartmental, cross-functional, and geographically dispersed virtual team to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
Your Responsibilities:
* 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
* Engage and lead cross-functional and geographically dispersed 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
About You:
You have 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. You are fluent in English, Spanish, and Portuguese both written and verbal. You possess strong leadership, communication, and problem-solving skills, with ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
What We Offer:
Our Global Incident and Escalation Management team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As an Escalation Manager, you will be part of a dynamic team that ensures focused technical leadership, effective coordination and communication, and streamlined decision-making. You will be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers and solidifying our reputation as the go-to cybersecurity partner.