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Escalation Manager

Escalation Manager

Palo Alto NetworksSanta Clara, CA, US
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Escalation Manager

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.

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.

Escalation Leadership :

  • 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
  • Recognitions 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 areas
  • Understanding of techniques to predict risks using data and AI models and systematic approach to address
  • Co-create and pilot proactive programs to reduce likelihood of customer and field escalations
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    Manager • Santa Clara, CA, US

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