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Cybersecurity Crisis Resolution Specialist
2 semanas atrás
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.Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together.Job DescriptionThe Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the business relationship and/or sales opportunities with key customers.You will lead and manage the resolution of critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team which are formed based on the customer and escalation needs.In leading the virtual team, you will liaise with and work across various 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 critical issuesDrive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution Drive global consistency across portfolio and customersMaintain and improve procedures for customer and field personnel for escalation handlingHandle direct 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 expectations and ensure timely updates on troubleshooting and resolution action plans for internal and external communicationsRisk ManagementMake informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
