Escalation Manager
The Escalation Manager role is a strategic position that provides high-level escalation for customer issues affecting business relationships and sales opportunities.
* Lead and manage virtual teams to resolve critical customer issues
* Collaborate with various functional organizations and business units
* Drive global consistency across the portfolio and customers
* Maintain and improve procedures for customer and field personnel
Key Responsibilities
* Expedite resolution of critical situations
* Engage and lead cross-functional teams to address complex issues
* Effectively communicate issue status to executive staff, sales teams, and other invested parties
* Make informed decisions on elevating urgency and apply relevant focus to solve problems
Ideal Candidate Profile
* Fully fluent in Portuguese, English, and Spanish
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalation Engineer/Manager or similar roles
The Team's Focus
The team works closely with global customers, driving expedited response, remedy, resolution, and learnings for critical issues. As an Escalation Manager, you will be at the forefront of our dedication to cybersecurity, addressing pressing situations and solidifying our reputation as a go-to partner.