Job Summary
Critical Issue Resolution Specialist
About the Role
The primary function of this position is to handle critical customer issues, focusing on timely and effective resolutions while fostering long-term relationships. This strategic role demands an extraordinary ability to prioritize, manage competing tasks, and balance multiple responsibilities simultaneously.
Key Responsibilities
* To own, drive progress and resolution of customers' critical issues with a proactive approach.
* To develop and implement clear intake, scope, priority, exit criteria, and end-to-end processes for streamlined escalation resolutions.
* Drive global consistency across portfolio and customers ensuring exceptional service delivery.
* Maintain and improve procedures for customer and field personnel regarding escalation handling, making them more efficient in their roles.
* Handle direct customer leadership and technical audiences effectively as needed.
* Expedite Resolution through swift decision-making, adapting efficiently to changing priorities and escalating situations rapidly.
* Engage and lead cross-functional and geographically dispersed teams in developing and executing action plans addressing critical situations.
* Effectively assign tasks and responsibilities to team members to successfully achieve all key objectives related to the critical account and issues.
* Apply creative thinking, adaptability, and versatility to drive issue resolution.
* Exercise strong judgment in risk management, problem mitigation, and timely decision-making from both business and technical perspectives.
* Demonstrate a strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
* Identify systemic and pervasive issues related to products and/or processes and take steps to prevent future issues.
Requirements
This role requires:
customers-facing sales and/or service delivery experience, preferably with over 10 years of such involvement.
1. Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management or similar roles is desirable.
2. A customer-centric attitude and focus on providing best-in-class service to customers and collaborators is essential.
3. Program/project management expertise will be valuable in managing complex projects and driving results.
4. The ability to work in a fast-paced environment with global customers and collaborate with cross-functional teams to resolve issues quickly and effectively.
5. Strong leadership and communication skills are necessary to lead and motivate a team of professionals.
6. Effective communication skills are required to convey complex information to different levels of stakeholders, from highly technical individuals to executives.
7. Technical knowledge in Networking/Security Products, specifically LAN/WAN technologies encompassing routing, switching, security for branch and data center architectures, is advantageous.
About Us
This role is part of the Global Incident and Escalation Management team which covers all Palo Alto offerings of cybersecurity platforms and solutions. The team's primary goal is to provide expedited response, remedy, resolution, and learnings for our most critical issues.