The mission of this role is to provide the highest level of escalation for customer issues that are jeopardizing the business relationship and/or sales opportunities. As an Escalation Manager, you will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed team.
Key Responsibilities
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Maintain and improve procedures for customer and field personnel for escalation handling
* Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
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
Benefits
This role offers a chance to be at the forefront of our dedication to cybersecurity. You will address the most pressing situations for our customers, holding a central position in solidifying our reputation as the go-to cybersecurity partner. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.