Escalation Manager

Escalation Manager

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

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.

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

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