Job Title:
Escalation Manager
This strategic role involves leading the resolution of critical customer issues that jeopardize business relationships and sales opportunities.
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Job Description:
Key Responsibilities:
* Lead and manage cross-functional teams to resolve complex customer issues
* Develop and implement action plans to address critical situations
* Communicate effectively with executive staff, sales teams, and other invested parties
As an Escalation Manager, you will be responsible for driving progress and resolution of customers' critical issues. This involves working closely with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues.
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Requirements:
Qualifications:
* 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
The ideal candidate will have a strong background in customer-facing sales and/or service delivery roles, with experience in managing critical issues in a cross-functional environment.
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Benefits:
As part of our Global Incident and Escalation Management team, you will have the opportunity to work on high-profile projects and contribute to the company's mission of being the cybersecurity partner of choice.
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Why Join Us?
We're problem solvers who take risks and challenge cybersecurity's status quo. Our team is dedicated to delivering exceptional customer experiences and driving innovation in the industry.