Job Description
As an Escalation Manager, you will lead the resolution of critical customer issues impacting our business relationship and sales opportunities. You will form and manage virtual teams to address complex situations, collaborating with various departments and executives.
Key Responsibilities
* Drive clear intake, scope, priority, exit criteria, and end-to-end process for streamlined escalation resolution.
* 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.
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place.
Qualifications
* 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.
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction. As an Escalation Manager, you will hold a central position in solidifying our reputation as the go-to cybersecurity partner.