Escalation Specialist
Job Description:
* To provide the highest level of escalation for customer issues jeopardizing business relationships and sales opportunities with key customers.
* To lead and manage resolution of critical issues by forming interdepartmental virtual teams, liaising with various Palo Alto Networks functional organizations and business units.
Your Impact:
In this role, you will drive progress and resolution of customers' critical issues, handle direct customer leadership and technical audiences as appropriate. You will engage and lead cross-functional teams in developing action plans to address critical situations. Your expertise includes effective communication of complex topics to different tiers of audiences (highly technical, less technical, executives, practitioners) within a fast-paced environment with global customers.
Required Skills & Qualifications
* Fully fluent in Portuguese, English, Spanish written/verbal skills required.
* Customer Experience: 10+ years sales/service delivery roles required Past experience as Escalations Engineer/Manager or similar roles desired Customer-centric attitude providing best-in-class service for customers & collaborators strong ability multitask/prioritize driving closure on behalf customer familiar tools like Salesforce Asana Tableau JIRA running operating SLA/SLO/Milestones paradigm clarity success metrics included collaborating influencing negotiating delegating efforts leading motivating team cross-functional professionals communicating clear concise manner different tiers audiences highly technical less technical executives practitioners experience networking/security products knowledge LAN/WAN technologies routing switching security branch data center architectures ownership driving progress resolution custmercriticalissuesengageleadcrossfunctional geographicallydisperseteamsdevelopmentexecutionactionplansaddresscriticalsituationscommunicateeffectivelycriticallissuestatusexecutivestaffsalesprofessionalsinvolvedparties creativethinkingadaptabilityversatility demonstratejudgetakestimmeriskmanagementproblemmitigationtimedecisionsbusinesstechnical perspectives assigntaskresponsibilitiesachievecriticalaccountobjectives identifysystemic pervasiveissuesrelatedproductprocesses drivetoactionspreventfutureproblems understandtechniquescorrectriskusingdata AImodelssystemapproachaddress proactiveprogramreducelikelihoodcustomerfieldescalations cocreate pilot proactiveprograms reducelikelihoodcustomerfieldescalationscustomersatisfaction