Job Description
The role of Escalation Manager is a critical position that requires the highest level of escalation expertise to resolve complex customer issues that impact our business relationship and sales opportunities.
This position leads and manages the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team based on customer and escalation needs.
As Escalation Manager, you will be responsible for driving clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution. You will also drive global consistency across our portfolio and customers while maintaining and improving procedures for customer and field personnel for escalation handling.
This role demands strong leadership and communication skills to effectively communicate with direct customer leadership, technical audiences, and executive staff. You will also be responsible for engaging and leading cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
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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
* 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 SLA/SLO/Milestones paradigm
* Strong capacity for influencing, negotiating, and delegating efforts
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Benefits
This role offers a unique opportunity to work with a diverse team innovating together to solve complex cybersecurity challenges. We are committed to providing reasonable accommodations for all qualified individuals with a disability and celebrate diversity in our workplace.
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Others
Our commitment to customer satisfaction and continuous improvement is at the forefront of this role. If you are passionate about delivering exceptional customer experiences and have a proven track record of success in escalation management, we encourage you to apply.