Job Overview:
* We are seeking a highly skilled professional to assume the role of Escalation Manager.
The successful candidate will be responsible for providing high-level escalation support for customer issues that pose a significant risk to our business relationship and sales opportunities.
Key Responsibilities:
1. Liaise with cross-functional teams, including Support, Sales, Product Management, and Development Engineers, to resolve critical issues.
2. Manage the resolution of customers' critical issues by leading virtual teams and driving clear intake, scope, priority, exit criteria, and end-to-end process.
3. Develop and execute action plans to address critical situations, ensuring timely resolution and effective communication with stakeholders.
4. Maintain and improve procedures for customer and field personnel for escalation handling.
5. Communicate complex topics in a clear and concise manner to different tiers of audiences, including highly technical, less technical, executives, and practitioners.
Requirements:
* 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.
* Program/project management skills, with 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.
* Leadership and communication skills, with experience in effectively leading and motivating a team of cross-functional professionals.
* Technical skills, with experience with Networking/Security Products and knowledge of LAN/WAN technologies.
About Us:
We are a global organization dedicated to cybersecurity. Our mission is to provide innovative solutions that protect our digital way of life. We value diversity, inclusion, and collaboration, and we are committed to creating a culture that supports our employees' growth and well-being.
What We Offer:
* A dynamic and challenging work environment.