The Escalation Manager role is a strategic position that provides the highest level of escalation for customer issues.
This critical role leads and manages the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team which are formed based on the customer and escalation needs.
In leading the virtual team, the Escalation Manager will liaise with and work across various functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.
* 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
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
* Expedite Resolution
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
* Clear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to it
* Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
* Communication and Reporting
* Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
* Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
* Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications
* Risk Management
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
* A 'whatever it takes' customer-first attitude and a willingness to go the extra mile to foster customer success
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Retrospective and Preventive Measures
* Retrospectives and PostMortem to help improve the process/system/product
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
* Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
* Understanding of techniques to predict risks using data and AI models and systematic approach to address
* Co-create and pilot proactive programs to reduce likelihood of customer and field escalations
We are looking for innovators who are as committed to shaping the future of cybersecurity as we are.
At our organization, everything starts and ends with our mission: being the cybersecurity partner of choice, protecting our digital way of life.
We envision a world where each day is safer and more secure than the one before.
Benefits: As a member of our team, you can expect a challenging yet rewarding career path with opportunities to learn and grow. You will have access to a range of benefits, including professional development programs, flexible work arrangements, and a competitive compensation package.
Required Skills and Qualifications: To be successful in this role, you will need to possess excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders. You should also have a strong background in cybersecurity, with experience in risk management and mitigation. Additionally, you should be able to demonstrate a high level of business acumen, with the ability to make informed decisions and drive results.
What We Offer: Our organization offers a dynamic and supportive work environment, with opportunities to collaborate with experienced professionals and contribute to cutting-edge projects. We are committed to employee development and offer a range of training and development programs to help you achieve your career goals.
Join Our Team: If you are a motivated and forward-thinking individual with a passion for cybersecurity, we encourage you to apply for this exciting opportunity. Together, let's shape the future of cybersecurity and create a safer and more secure digital world.