Join Our Expert Team
Palo Alto Networks is dedicated to providing the highest level of cybersecurity solutions. We are currently seeking a highly skilled and experienced Escalation Manager to join our team.
About the Role
We are looking for a professional who can provide strategic leadership and technical expertise in managing customer escalations. As an Escalation Manager, you will be responsible for driving progress and resolution of customers' critical issues.
You will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team. This team will work together to resolve complex and critical issues.
The successful candidate will have a strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
In addition, you will engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
As an Escalation Manager, you will effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
You will also demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
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.
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with the SLA/SLO/Milestones paradigm.
Benefits
As a member of our team, you will enjoy a competitive salary and benefits package, as well as opportunities for career growth and development.
You will also have access to cutting-edge technology and resources, as well as a collaborative and dynamic work environment.
We are committed to providing a safe and inclusive workplace, where all employees feel valued and respected.
Others
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and welcome applications from qualified candidates from diverse backgrounds.
We are proud to offer a range of programs and services to support the well-being and success of our employees, including mental health resources, employee assistance programs, and more.
Join our team today and become part of a global community that is shaping the future of cybersecurity!