Job Description
The Escalation Manager Position
This role requires a strategic and high-visibility leader who can provide the highest level of escalation for customer issues that jeopardize our business relationship and/or sales opportunities with key customers.
Key Responsibilities
* Lead and manage the resolution of critical customer issues by forming and leading cross-functional teams.
* Collaborate with various departments, including Support, Sales, Product Management, and Development Engineers to resolve complex and critical issues.
* 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.
* Handle direct customer leadership and technical audiences as appropriate.
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Required Skills and Qualifications
Experience
* 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.
Qualifications
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
* Program/Project management skills, including managing critical issues in a cross-functional environment.
* 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 SLA/SLO/Milestones paradigm.
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Benefits
Team Environment
The Escalation Managers are part of the Global Incident and Escalation Management team, which is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. This team ensures focused technical leadership, effective coordination, and communication, and streamlined decision-making.
Continuous Learning and Improvement
Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.
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Others
Our Commitment
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.