Job Description
We are seeking a highly skilled Escalation Manager to join our team at Palo Alto Networks. In this role, you will be responsible for leading and managing the resolution of critical customer issues that impact our business relationship and sales opportunities.
* Ownership for driving progress and resolution of customers' critical issues
* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
* Drive global consistency across portfolio and customers
The ideal candidate will have 10+ years of customer-facing sales and/or service delivery roles, with experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles. They will also have strong leadership and communication skills, ability to work in a fast-paced environment, and experience with tools like Salesforce, Asana, Tableau, JIRA, and SLA/SLO/Milestones paradigm.
Required Skills and Qualifications:
* Leadership and Communication Skills
* Customer-Facing Sales and Service Delivery Roles Experience
* Technical Knowledge of Tools like Salesforce, Asana, Tableau, JIRA
Why This Role is Rewarding:
This role offers an opportunity to make a significant impact on our customers' success and growth. You will be part of a dynamic team that values collaboration, innovation, and continuous improvement. We offer a competitive compensation package, comprehensive benefits, and opportunities for professional development and growth.