Job Title:
Crisis Resolution Specialist
We are seeking a skilled Crisis Resolution Specialist to join our team. This critical role involves handling high-priority customer issues that require swift and effective resolution.
Key Responsibilities:
* Develop and implement streamlined escalation processes to resolve customer concerns efficiently.
* Maintain and improve procedures for customer-facing personnel to ensure seamless escalation handling.
* Engage with customers at all levels, from leadership to technical teams, to address their concerns.
* Collaborate with cross-functional teams to develop and execute action plans for critical situations.
* Communicate effectively with stakeholders, including executive staff, sales teams, and other invested parties.
* Risk Management: Make informed decisions on escalating urgency and apply relevant governance, guardrails, and reviews to ensure effective issue resolution.
Requirements:
* Fluency in Portuguese, English, and Spanish, both written and verbal.
* 10+ years of experience in customer-facing roles, preferably in sales or service delivery.
* Prior experience as an Escalations Engineer/Manager, Technical Account Manager, Engineering Manager, Customer Support Manager, or similar roles is highly desirable.
* Program/Project management skills to manage critical issues in a cross-functional environment.
* Strong collaboration and influence skills, with the ability to negotiate and delegate efforts effectively.
* Leadership and communication skills to motivate and lead a team of cross-functional professionals.
About Us:
This role is part of our Global Incident and Escalation Management team, which provides support for all Palo Alto offerings across cybersecurity platforms and solutions.