Job Description
Drive Critical Issues to Closure
The role of Escalation Manager is a high-visibility position that leads the resolution of customers' critical issues. You will form and lead interdepartmental, cross-functional, and geographically dispersed virtual teams to address customer concerns.
Key Responsibilities
* Ownership for driving progress and resolution of customers' critical issues
* 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
Required Skills and Qualifications
Experience
* 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
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
Technical Skills
* Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Benefits
This role offers a dynamic and challenging work environment where you can drive expedited response, remedy, resolution, and learnings for our most critical issues.