Job Description
The Escalation Manager is a key role that oversees the highest level of escalation for customer issues that impact our business relationships and sales opportunities. This position involves leading interdepartmental teams to resolve critical issues, collaborating with various stakeholders, and driving expedited response and resolution.
Key Responsibilities:
* Lead cross-functional teams to resolve critical customer issues
* Collaborate with support, sales, product management, and development engineers to drive issue resolution
* Develop and execute action plans to address critical situations
* Communicate critical issue status to executive staff, sales teams, and other invested parties
This role demands strong leadership, communication, and problem-solving skills, as well as the ability to influence and negotiate effectively.
Requirements
To be successful in this role, you will need:
* 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
* Strong capacity for influencing, negotiating, and delegating efforts
* Experience working in a fast-paced, challenging environment with global customers
* Leadership and communication skills
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences
* Technical skills including experience with Networking/Security Products
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