Escalation Manager - Mexico City - Hybrid - Remote

Overview

Gigamon is seeking a Technical Resolutions Manager with 5+ years of experience managing technical product escalations for a Technical Support organization, leading high-profile customer escalations to ensure successful outcomes.

In Short

• Act as single point of contact for high-profile customer escalations.
• Network with Sales, Services, and Engineering to define escalation problems.
• Oversee remediation plan development and build consensus.
• Manage ongoing customer communication throughout the escalation process.
• Identify risks and develop contingency plans.
• Keep executive leadership informed of escalation progress.
• Negotiate success measures with customers.
• Conduct post-escalation debriefs and reviews.
• Lead informally across the organization to improve customer support.
• Balance business and technical needs for optimal solutions.

Requirements

• 5+ years in escalation management or customer success roles.
• Strong communication skills in English.
• Calm demeanor and empathetic to customer experiences.
• Track record of leading escalations in networking or IT.
• Excellent organization and project management skills.
• Technical degree for understanding issues and remedies.
• Ability to manage multiple escalations simultaneously.
• Strong analytical skills for identifying trends.
• Knowledge of reporting tools like Sales Force CRM and Excel.
• Project management certification preferred.

Benefits

• Work in a fast-moving company with challenges and rewards.
• Innovate and challenge existing methods.
• Build organizational relationships and foster communication.
• Flexible and adaptable work environment.
• Opportunity to work independently and prioritize tasks.
• Perform well under pressure.
• Fluency in Spanish and English required.
• Nice to have: Brazilian Portuguese language skills.