Job Summary
We are seeking an experienced Escalation Manager to join our Global Incident and Escalation Management team. As a key member of this team, you will be responsible for leading the resolution of critical customer issues and ensuring timely resolution.
Key Responsibilities:
* 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 functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives
* Determine clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
* Drive global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
* Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Clear accountability on relevant owners on driving to target service-level Objectives (SLO) and intermediate milestones leading up to it
* Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
* Effective communication of critical issue status to executive staff, sales teams, and other invested parties
* Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
* Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer-facing communications
* 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
* A 'whatever it takes' customer-first attitude and a willingness to go the extra mile to foster customer success
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
* Recognitions and reporting on problem areas which will give insight into the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
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
* 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
* Collaboration and Influence: Strong capacity for Influencing, negotiating, and delegating efforts
* Ability to work in a fast-paced, challenging environment with global customers
* 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)
* Technical skills: Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures
Additional Information
The Team: 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.
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.
Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.