Job Description
The Escalation Manager position is a high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing our business relationship and/or sales opportunities with key customers.
Required Skills and Qualifications
1. Fully fluent in Portuguese, English, and Spanish both written and verbal
2. 10+ years of customer-facing sales and/or service delivery roles
3. Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
4. Customer centric attitude and focus on providing best-in-class service for customers and collaborators
5. Program/Project management
* 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
6. Collaboration and Influence
* Strong capacity for Influencing, negotiating, and delegating efforts
* Ability to work in a fast-paced, challenging environment with global customers
7. Leadership and communication skills
* 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)
8. Technical skills
* Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
9. Ownership for driving progress and resolution of customers' critical issues
10. Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
11. Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
12. Creative thinking, adaptability, and versatility
13. Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
14. Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
15. Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues