Job Description
We are seeking a highly skilled Critical Issue Resolution Specialist to join our team. In this role, you will be responsible for leading the resolution of critical customer issues that jeopardize our business relationship and/or sales opportunities with key customers.
You will form and lead an interdepartmental, cross-functional, and geographically dispersed virtual team to resolve customer issues. This team will collaborate across various departments, including Support, Sales, Product Management, and Development Engineers, as well as all levels of the company.
Your primary goal will be to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution. You will also maintain and improve procedures for customer and field personnel for escalation handling.
In addition, you will handle direct customer leadership and technical audiences as appropriate, expedite resolution by engaging and leading cross-functional teams in the development and execution of action plans, and effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
Required Skills and Qualifications
* Fully fluent in English, Portuguese, 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 experience managing critical issues in a cross-functional environment
* Able 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
Benefits
This role offers a unique opportunity to work in a fast-paced, challenging environment with global customers. You will have the chance to:
* Influence, negotiate, and delegate efforts to successfully achieve all key objectives of critical accounts and issues
* Effectively lead and motivate a team of cross-functional professionals
* Communicate complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners)
* Engage in creative thinking, adaptability, and versatility
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Others
The Global Incident and Escalation Management team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As an Escalation Manager, you will be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers and 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. We are committed to providing reasonable accommodations for all qualified individuals with a disability.