Job Description
We are seeking a highly skilled professional to fill the role of Escalation Manager. This position requires a strong background in customer-facing sales and/or service delivery roles, with experience in managing critical issues in a cross-functional environment.
Key Responsibilities
* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
* Lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team
* Maintain and improve procedures for customer and field personnel for escalation handling
Requirements
* Fully fluent in English, Spanish, and Portuguese 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
Benefits
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction. You will be at the vanguard of our dedication to cybersecurity, addressing the most pressing situations for our customers.
Additional Information
The Global Incident and Escalation Management team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As an Escalation Manager, you will ensure focused technical leadership, effective coordination and communication, and streamlined decision-making.