Job Summary
As a Resolution Strategist, you will be responsible for leading the resolution of customers' critical issues that jeopardize our business relationship and/or sales opportunities with key customers.
Key Responsibilities:
* Lead and manage the resolution of customers' critical issues by forming and leading interdepartmental, cross-functional, and geographically dispersed teams.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel for escalation handling.
* Handle direct customer leadership and technical audiences as appropriate.
Requirements:
* 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.
Preferred Skills:
* Program/Project management skills.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Experience with tools like Salesforce, Asana, Tableau, JIRA, and familiarity with SLA/SLO/Milestones paradigm.
* Strong capacity for influencing, negotiating, and delegating efforts.
* Leadership and communication skills.
* Technical skills, including experience with Networking/Security Products, knowledge of LAN/WAN technologies, and ownership for driving progress and resolution of customers' critical issues.
Benefits:
This role is part of the Global Incident and Escalation Management team, which covers all Palo Alto offerings of cybersecurity platforms and solutions. As an Escalation Manager, you will be at the forefront of our dedication to cybersecurity, addressing the most pressing situations for our customers.
Additional Information:
Our company values diversity and innovation, and we are committed to providing reasonable accommodations for all qualified individuals with a disability. We celebrate diversity in our workplace and welcome applications from candidates of all backgrounds.