Escalation manager

Our MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.Who We AreThis role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.Job DescriptionYour CareerThe 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.In leading the virtual team, the escalations Manager will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.Your ImpactEscalation LeadershipOwnership for driving progress and resolution of customers' critical issuesDrive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolutionDrive global consistency across portfolio and customersMaintain and improve procedures for customer and field personnel for escalation handlingHandle direct customer leadership and technical audiences as appropriateExpedite ResolutionEngage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situationsStrong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issuesClear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to itInterlock with Executive Sponsors to help resolve roadblocks in a timely mannerCommunication and ReportingEffectively communicate critical issue status to executive staff, sales, support, product teams and other invested partiesEffective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLOSet clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communicationsRisk ManagementMake informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in placeA “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer successDemonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectivesRetrospective and Preventive MeasuresRetrospectives and Post Mortem to help improve the process/system/productIdentify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problemsRecognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areasUnderstanding of techniques to predict risks using data and AI models and systematic approach to addressCo-create and pilot proactive programs to reduce likelihood of customer and field escalationsQualificationsYour ExperienceFully fluent in Portuguese, English, and Spanish both written and verbalCustomer Experience10+ years of customer-facing sales and/or service delivery rolesPast experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desiredCustomer centric attitude and focus on providing best-in-class service for customers and collaboratorsProgram/Project managementManage 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 issuesAbility to multitask and prioritize with a goal of driving issues to closure on behalf of the customerFamiliarity 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 likeCollaboration and InfluenceStrong capacity for Influencing, negotiating, and delegating effortsAbility to work in a fast-paced, challenging environment with global customersLeadership and communication skillsExperience in being able to effectively lead and motivate a team of cross functional professionalsExpertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)Technical skillsExperience with Networking/Security ProductsKnowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architecturesOwnership for driving progress and resolution of customers' critical issuesEngage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situationsEffectively communicate critical issue status to executive staff, sales teams, and other invested partiesCreative thinking, adaptability, and versatilityDemonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectivesStrong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical accountIdentify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues