Job Overview:
Global Crisis Manager
We are seeking a highly skilled and experienced Global Crisis Manager to join our team. As a member of our Global Incident and Escalation Management team, you will be responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
Key Responsibilities:
* Provide technical leadership in the development and execution of action plans to address critical situations
* Liaise with various functional organizations and business units to resolve complex and critical issues
* Collaborate with cross-functional teams to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Maintain and improve procedures for customer and field personnel for escalation handling
* Engage and lead geographically dispersed teams in the development and execution of action plans to address critical situations
Requirements:
We are looking for candidates with 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 is desired. The ideal candidate will have strong communication and leadership skills, with the ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
Skills and Qualifications:
* Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
* Experience with tools like Salesforce, Asana, Tableau, JIRA, and familiarity with SLA/SLO/Milestones paradigm
* Excellent communication and interpersonal skills, with the ability to effectively communicate complex topics to different tiers of audiences
* Familiarity with Networking/Security Products and knowledge of LAN/WAN technologies
* Ability to work in a fast-paced, challenging environment with global customers
Benefits:
As a Global Crisis Manager, you will be part of a dynamic and supportive team that values innovation, collaboration, and customer satisfaction. You will have the opportunity to work with a diverse range of customers and stakeholders, and to make a meaningful impact on the company's success.
About Us:
We are a cybersecurity partner committed to protecting our digital way of life. We value diversity, inclusion, and equal opportunities for all qualified individuals, and we are committed to providing reasonable accommodations for applicants with disabilities.
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