Escalation Management Position
Palo Alto Networks' Escalation Manager plays a strategic, high-visibility role providing the highest level of escalation for customer issues jeopardizing business relationships and sales opportunities with key customers.
Key Responsibilities:
* Lead and manage resolution of customers' critical issues by forming virtual teams across functional organizations and business units.
* 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.
Your Impact:
* Escalation Leadership
* Expedite Resolution
* Communication and Reporting
* Risk Management
* Retrospective and Preventive Measures
To succeed in this role, you will need 10+ years of customer-facing sales and/or service delivery roles, experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles, and strong leadership and communication skills.