Job Summary
The Escalation Manager role involves handling high-level customer issues impacting business relationships and sales opportunities.
Key Responsibilities
* Manage the resolution of critical customer problems by forming virtual teams across departments and geographies.
* Collaborate with various functional organizations and business units to drive issue resolution.
* Engage with direct customer leadership and technical audiences as required.
* Facilitate swift resolution by leading cross-functional teams in developing action plans for critical situations.
Requirements
* Fluency in Portuguese, English, and Spanish, both written and spoken.
* At least 10 years of experience in customer-facing sales and/or service delivery roles.
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is desired.