PALO ALTO NETWORKS® is the fastest-growing security company in history.
We offer the chance to be part of an important mission: ending breaches
and protecting our way of digital life. If you are a motivated,
intelligent, creative, and hardworking individual, then this job is for
you!
CAP / 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. These escalations typically have
executive visibility and involve issues that span product, service,
support and other business functions across Palo Alto Networks. The CAP
/ Escalation Manager will lead and manage the resolution of customer's
critical issues by building and leading an interdepartmental, cross
functional, and geographically dispersed Palo Alto Networks virtual
team. In leading the virtual team, the CAP / Escalation 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.
RESPONSIBILITIES:
- Ownership for driving progress and resolution of customer's critical
issues
- Engage and lead cross-functional and geographically disperse teams
in the development and execution of action plans to address critical
situations
- Effectively communicate critical issue status to executive staff,
sales teams, and other invested parties
- Creative thinking, adaptability and versatility
- Demonstrate strong judgment at risk management and problem
mitigation, as well as making timely decisions from both business
and technical perspectives
- Strong ability to influence and effective at assigning tasks and
responsibilities to successfully achieve all key objectives of the
critical account
- Identify systemic and pervasive issues related to products and/or
processes and drive actions to prevent future problems
QUALIFICATIONS:
- Program/project management of critical issues in a cross-functional
environment that includes working with sales, customer and partners
to resolve complex and critical issues
- Strong capacity for Influencing, negotiating and delegating efforts
- Excellent verbal and written communication skills including the
ability to provide regular updates (verbal and written) to Corporate
Executives
- Ability to work in a fast paced, challenging environment with global
customers
- Ability to multi-task and prioritize with a goal of driving issues
to closure on behalf of the customer
- A “whatever it takes” customer-first attitude and a willingness to
go the extra mile to foster customer success
- Demonstrated ability to lead and motivate others
- Experience as Escalations Engineer, Technical Account Management,
Engineering Management, Customer Support Management, or similar
roles desired
- 8+ years of customer facing sales and/or services delivery roles
- BA/BS in computer science or equivalent (MBA a plus)
Learn more about Palo Alto Networks here and check out our fast facts.
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