Job Description:
We are seeking a highly skilled Escalation Manager to join our team. As an Escalation Manager, you will be responsible for leading and managing the resolution of customers' critical issues. This is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the business relationship and/or sales opportunities with key customers.
Responsibilities:
* Ownership for driving progress and resolution of customers' critical issues
* 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
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
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
* Candidate must have a customer centric attitude and focus on providing best-in-class service for customers and collaborators
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
* Strong capacity for Influencing, negotiating, and delegating efforts
* Experience in being able to effectively lead and motivate a team of cross functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
* Technical skills include experience with Networking/Security Products and knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
* Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Communication and Reporting: Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
* 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
* Retrospective and Preventive Measures: Retrospectives and PostMortem to help improve the process/system/product
* Creative thinking, adaptability, and versatility
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
* Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
Additional Information:
The Escalation Managers are part of the Global Incident and Escalation Management team which part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions. The team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. Escalation Managers(EM) team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making. As Escalation Managers, each team member will be at the vanguard of our dedication to cybersecurity. Addressing the most pressing situations for our customers, you will hold a central position in solidifying our reputation as the go-to cybersecurity partner. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.