Escalation Manager

Your Career

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.

Your Impact

• Escalation Leadership

Ownership for driving progress and resolution of customers critical issues

Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations

Effectively communicate critical issue status to executive staff sales support product teams and other invested parties

Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance guardrails and reviews in place

Retrospectives and PostMortem to help improve the process / system / product

Qualifications : Your Experience

10 years of customer-facing sales and / or service delivery roles

Manage critical issues in a cross-functional environment that includes working with support customer success professional services sales customers and partners to resolve complex and critical issues

Strong capacity for Influencing negotiating and delegating efforts

Experience in being able to effectively lead and motivate a team of cross functional professionals

Experience with Networking / Security Products

Additional Information :

The Team

The Escalation Managers are part of the Global Incident and Escalation Management team which part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions.

Team is responsible for driving expedited response remedy resolution and learnings for our most critical issues. Escalation Managers(EM) team ensures focused technical leadership effective coordination and communication and streamlined decision-making

As Escalation Managers each team member will be at the vanguard of our dedication to cybersecurity. Addressing the most pressing situations for our customers you will hold a central position in solidifying our reputation as the go-to cybersecurity partner. This role demands proactivity efficiency an unwavering dedication to constant refinement and a passion for customer satisfaction.

Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales / commissioned roles) is expected to be between $164000 - $246000 / YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple : we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at   .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Remote Work : No

Employment Type : Full-time

Key Skills

Restaurant Experience,Customer Service,Employee Evaluation,Management Experience,Math,Employment & Labor Law,Sanitation,Leadership Experience,P&L Management,Mentoring,Supervising Experience,Restaurant Management

Experience : years

Vacancy : 1