Job Title:
The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing business relationships and/or sales opportunities with key customers.
Ambitious professionals will lead and manage the resolution of critical customer issues by forming and leading interdepartmental, cross-functional, and geographically dispersed virtual teams which are formed based on customer and escalation needs. They will liaise with and work across various functional organizations and business units, and with all levels of the company; from Support, Sales, Product Management, and Development Engineers to Management and Corporate Executives.
This is an opportunity to join our Global Incident and Escalation Management team in driving expedited response, remedy, resolution, and learnings for our most critical issues. As an Escalation Manager, 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.
Key Responsibilities:
* 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
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
About Us:
We're problem solvers that take risks and challenge the status quo. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.