Job Description:
The Escalation Manager is a key role that provides high-level escalation for customer issues affecting business relationships and sales opportunities.
This strategic position involves leading and managing the resolution of critical customer issues by forming and leading cross-functional virtual teams. The Escalation Manager will work closely with various Palo Alto Networks functional organizations and business units to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
Your Impact
* Owning the driving progress and resolution of customers' critical issues.
* Engaging and leading cross-functional and geographically dispersed teams in developing and executing action plans to address critical situations.
* Effectively communicating critical issue status to executive staff, sales teams, and other invested parties.
Required Skills and Qualifications:
* Fully fluent in English, Spanish, and Portuguese 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.
* Program/Project management skills with ability to multitask and prioritize.
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with SLA/SLO/Milestones paradigm.
Benefits:
* Opportunity to be part of a global team driving expedited response, remedy, resolution, and learnings for critical issues.
* Continuous learning and efficiency improvements into Escalation Management and Product Lifecycle.
Join Our Team:
We're problem solvers that take risks and challenge cybersecurity's status quo. We celebrate diversity in our workplace and are committed to providing reasonable accommodations for all qualified individuals with a disability.