Job Description
This role involves leading a team in resolving critical issues affecting the company's business relationships and sales opportunities. The Escalation Manager will be responsible for managing cross-functional teams, liaising with various departments, and ensuring timely resolution of customer issues.
Key Responsibilities
* Elevate the level of escalation for customer issues that are jeopardizing the company's business relationship and/or sales opportunities.
* Lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
* Liaise with and work across various departments, including Support, Sales, Product management, and development engineers to management and corporate executives.
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.
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
Benefits
This role offers the opportunity to work in a fast-paced, challenging environment with global customers. The ideal candidate will have strong leadership and communication skills, with the ability to effectively lead and motivate a team of cross-functional professionals.
Others
The Escalation Manager will be part of the Global Incident and Escalation Management team, which is responsible for driving expedited response, remedy, resolution, and learnings for critical issues. The team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making.