Job Title: Critical Issue Manager
Job Description:
* As a Critical Issue Manager, you will be responsible for leading and managing the resolution of customers' critical issues that are jeopardizing the business relationship and/or sales opportunities.
* Formulate and lead an interdepartmental, cross-functional, and geographically dispersed virtual team to resolve customer issues.
* Develop and implement 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 on escalation handling.
* Engage with direct customer leadership and technical audiences as appropriate.
Required Skills and 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.
* Strong communication and leadership skills.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Experience with tools like Salesforce, Asana, Tableau, JIRA, and familiarity with SLA/SLO/Milestones paradigm.
* Technical skills including Networking/Security Products and knowledge of LAN/WAN technologies.
Benefits:
* Work in a fast-paced, challenging environment with global customers.
* Opportunity to make informed decisions and take risks.
* Chance to work in a collaborative environment with cross-functional teams.
* Constant learning and growth opportunities.
Others:
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.
The Global Incident and Escalation Management team is part of the Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions.
As a Critical Issue Manager, you will be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers.