Full-Time Escalation Manager

Your Career
The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers.
The Escalation Manager will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team which are formed based on the customer and escalation needs.

• Ownership for driving progress and resolution of customers' critical issues
• Drive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolution
• Drive global consistency across portfolio and customers
• Maintain and improve procedures for customer and field personnel for escalation handling
• Handle direct customer leadership and technical audiences as appropriate

Expedite Resolution

• Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
• Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
• Clear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to it
• Interlock with Executive Sponsors to help resolve roadblocks in a timely manner

Communication and Reporting

• Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
• Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
• Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications

Risk Management

• Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
• A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success
• Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives

Retrospective and Preventive Measures

• Retrospectives and PostMortem to help improve the process/system/product
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems

Fully fluent in Portuguese, English, 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

• Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
• 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 the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like

Collaboration and Influence

• Strong capacity for Influencing, negotiating, and delegating efforts
• Ability to work in a fast-paced, challenging environment with global customers
• Experience in being able to effectively lead and motivate a team of cross functional professionals

Technical skills

• Experience with Networking/Security Products

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