Join our team of top-performing customer experience specialists in a dynamic and rapidly evolving cybersecurity environment.
Job Description:
As an Escalation Manager, you will be responsible for providing high-level support to customers experiencing critical issues that threaten our business relationship or sales opportunities. You will lead and manage cross-functional teams to resolve these issues efficiently and effectively.
Key responsibilities include driving progress and resolution of customer complaints, engaging with various Palo Alto Networks functional organizations and business units, maintaining and improving procedures for escalation handling, and communicating critical issue status to executive staff and other stakeholders.
* Ownership for driving progress and resolution of customers' critical issues
* 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
Required Skills and Qualifications:
To succeed in this role, you must have:
* 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
Benefits:
As a member of our Global Incident and Escalation Management team, you will enjoy a dynamic and challenging work environment, opportunities for professional growth and development, and the chance to make a real impact on our customers' success.
Others:
If you are a results-driven and customer-focused individual who is passionate about delivering exceptional service and driving continuous improvement, we encourage you to apply for this exciting opportunity.