Job Title: Escalation Manager
We're seeking a skilled professional to fill the role of Escalation Manager. This position is part of our Global Incident and Escalation Management team, responsible for driving expedited response, remedy, resolution, and learnings for critical issues.
Main Responsibilities:
* Lead and manage the resolution of customers' critical issues by forming and leading interdepartmental teams.
* 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.
Key Requirements:
* Fully fluent in English 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.
About Our Team:
We take pride in being problem solvers who challenge cybersecurity's status quo, working together to innovate and accomplish our mission.