Job Description:
The role of Escalation Manager is a key position that provides the highest level of escalation for customer issues that jeopardize business relationships and/or sales opportunities with key customers.
This role requires strategic leadership and effective management to resolve critical customer issues by forming and leading cross-functional teams. The Escalation Manager will liaison with various functional organizations, including support, sales, product management, and development engineers, to ensure timely resolution of customer issues.
The successful candidate will drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution. They will also maintain and improve procedures for customer and field personnel handling escalations.
Additionally, this role involves direct customer leadership and technical audiences, as well as expediting resolution through engagement and leadership of cross-functional teams. Effective communication and reporting are essential skills for this position, as the successful candidate will need to communicate critical issue status to executive staff, sales teams, and other invested parties.
Key responsibilities include ownership of driving progress and resolution of customers' critical issues, engagement and leadership of cross-functional teams in developing action plans, and effective use of dashboards to track progress towards service-level objectives.
Qualifications for this role include 10+ years of customer-facing sales and/or service delivery experience, with a focus on providing best-in-class service to customers and collaborators. Strong program/project management skills are necessary, as well as ability to multitask and prioritize to drive issues to closure.
Additionally, the successful candidate will have strong leadership and communication skills, with experience in effectively leading and motivating cross-functional professionals. Technical skills such as knowledge of networking/security products and LAN/WAN technologies are also required.
As an Escalation Manager, you will be part of a dynamic team that drives expedited response, remedy, resolution, and learnings for critical issues. This role demands proactivity, efficiency, and dedication to constant refinement and customer satisfaction.
Required Skills and Qualifications:
* Fully fluent in Portuguese, English, and Spanish (written and verbal)
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalation 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
* Ability to multitask and prioritize to drive issues to closure
* Strong leadership and communication skills
* Technical skills: knowledge of networking/security products and LAN/WAN technologies
Benefits:
This role offers a unique opportunity to work in a fast-paced, challenging environment with global customers. As an Escalation Manager, you will have the chance to drive continuous learnings and efficiency into the Escalation Management and Product Lifecycle.
Additional Information:
The Global Incident and Escalation Management team is responsible for driving expedited response, remedy, resolution, and learnings for critical issues. This team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making.