Job Description
The role of an Escalation Manager is a strategic, high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing our business relationship and/or sales opportunities with key customers. This individual will lead and manage the resolution of critical customer issues by forming and leading an interdepartmental, cross-functional team which is formed based on customer and escalation needs.
This team leader will liaise with and work across various organizations and business units, including Support, Sales, Product Management, and development engineers to management and corporate executives. The goal is to drive progress and resolution of customer critical issues by driving clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
Key Responsibilities
* Ownership for driving progress and resolution of customers' critical issues
* 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
Required Skills and Qualifications
This role requires a highly skilled professional who possesses Critical Issue Resolution Expertise. A minimum of 10 years of customer-facing sales and/or service delivery roles experience is required. Prior experience as an Escalations Engineer/Manager, Technical Account Manager, Engineering Management, Customer Support Management, or similar roles is desired.
Benefits
We offer a collaborative and fast-paced environment where you can make a real impact. As a member of our Global Incident and Escalation Management team, you 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.