Job Opportunity
The Escalation Manager position is a pivotal role that provides high-level escalation for customer issues that jeopardize the business relationship and sales opportunities with key customers.
Key Responsibilities:
* Lead and manage the resolution of critical customer issues by forming and leading interdepartmental teams.
* Drive clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel for escalation handling.
* Handle direct customer leadership and technical audiences as appropriate.
Required Skills and Qualifications:
* 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.
* Fully fluent in Portuguese, English, and Spanish both written and verbal.