About the Job
The role of Escalation Manager is a strategic, high-visibility position that provides top-level support for customer issues impacting the business relationship and/or sales opportunities with key customers.
You will lead and manage the resolution of critical customer issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed team to address complex situations.
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
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place
* Retrospective and Preventive Measures: Retrospectives and PostMortem to help improve the process/system/product, Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
* Creative thinking, adaptability, and versatility: Demonstrate strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
Requirements
* Fully fluent in Portuguese, English, and Spanish both written and verbal
* Customer Experience: 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
* Program/Project management: Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Collaboration and Influence: Strong capacity for Influencing, negotiating, and delegating efforts
* Leadership and communication skills: Experience in being able to effectively lead and motivate a team of cross-functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners)
* Technical skills: Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Benefits
This role offers the opportunity to be part of a dynamic team that is dedicated to providing exceptional customer service and driving business growth. As an Escalation Manager, you will have the chance to develop your skills and expertise in a fast-paced environment and work closely with cross-functional teams to resolve complex customer issues.
About Us
We are a global organization that values diversity, inclusivity, and employee well-being. We offer a range of benefits and programs to support our employees' physical and mental health, including flexible work arrangements, mental health resources, and access to training and development opportunities.
We celebrate diversity in all its forms and believe that a diverse and inclusive workplace leads to innovative solutions, better decision-making, and increased creativity. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their best work.
Contact Information
Please contact us through our website or social media channels to learn more about this opportunity and how to apply.
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