Critical Issue Resolution Lead
We're seeking a seasoned professional to fill the role of Critical Issue Resolution Lead. This is a strategic, high-visibility position that requires excellent leadership and technical skills to resolve customer issues at the highest level.
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Job Description
The Critical Issue Resolution Lead will lead and manage the resolution of customers' critical issues by forming and leading interdepartmental teams. The role involves liaising with various functional organizations and business units, including Support, Sales, Product Management, and Development Engineers.
The successful candidate will have a strong background in customer-facing sales and/or service delivery roles, with experience in Escalations Engineering/Management, Technical Account Management, or similar fields. They will be able to drive clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
This role demands proactivity, efficiency, and an unwavering dedication to constant refinement. The Critical Issue Resolution Lead will be responsible for driving global consistency across portfolios and customers, maintaining and improving procedures for customer and field personnel, and handling direct customer leadership and technical audiences as appropriate.
Key Responsibilities:
* Lead and manage the resolution of customers' critical issues
* Drive clear intake, scope, priority, exit criteria, and end-to-end processes
* Maintain and improve procedures for customer and field personnel
* Handle direct customer leadership and technical audiences
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Required Skills and Qualifications
The ideal candidate will possess the following 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
* Program/Project management skills, including managing critical issues in a cross-functional environment
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with the SLA/SLO/Milestones paradigm
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Benefits
This role offers a unique opportunity to join a dynamic team that values innovation, collaboration, and customer satisfaction. The successful candidate will be part of a Global Incident and Escalation Management team that drives expedited response, remedy, resolution, and learnings for critical issues.
This position demands proactivity, efficiency, and an unwavering dedication to constant refinement. We offer a competitive salary and benefits package, as well as opportunities for growth and development in a rapidly evolving industry.
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Others
We are an equal opportunity employer and welcome applications from diverse candidates. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
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