Escalation Manager - Remote

Overview

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.

In Short

• Remote position focusing on customer issue resolution.
• Lead cross-functional teams to manage critical customer escalations.
• Drive global consistency in escalation handling.
• Communicate effectively with executive staff and stakeholders.
• Apply risk management techniques to solve customer issues.
• Conduct retrospectives to improve processes and prevent future problems.
• Engage with various departments to expedite resolution of issues.
• Utilize data and AI models for risk prediction.
• Focus on customer satisfaction and service excellence.
• Foster a collaborative and innovative team environment.

Requirements

• 10+ years in customer-facing roles.
• Experience in escalation management or similar roles.
• Strong project management skills.
• Ability to multitask and prioritize effectively.
• Familiarity with Salesforce, Asana, Tableau, and JIRA.
• Excellent leadership and communication skills.
• Technical knowledge of networking and security products.
• Customer-centric attitude.
• Ability to work in a fast-paced environment.
• Strong judgment in risk management.

Benefits

• Opportunity to work in a dynamic and innovative environment.
• Collaborative team culture.
• Focus on continuous learning and improvement.
• Remote work flexibility.
• Commitment to diversity and inclusion.
• Support for professional development.
• Competitive compensation package.
• Access to cutting-edge technology and tools.
• Engagement in meaningful customer success initiatives.
• Opportunities for career advancement.