Escalation Manager

Palo Alto Networks•Boston, MA

1d•$119,700 - $193,600•Onsite

About The Position

The main responsibility of the Escalation Manager is to bring order, structure, and focused attention to retention of existing customers and resolution of customer problems to gain complete customer satisfaction. The Escalation Manager has overall responsibility for driving, participating, and managing overall problem resolution and escalation process at the situation level. As a member of a Technical Support leadership team the Escalation Manager participates in defining and executing Technical Support department strategy. This is a high-visibility high-impact role within the Customer Care organization.

Requirements

Expert-level experience with CyberArk technology or Information Security field
Understanding and experience of large enterprise IT environments, and related ITSM processes
Ability to stay focused and calm under stress, clearly communicate to the customer and internal stakeholders
Demonstrated ability to assume sole and independent responsibilities
Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion
Demonstrated knowledge of Information Security and Network Architecture concepts
Bachelor’s Degree in Computer Science or related field.

Nice To Haves

Experience with DevOps concepts and tools preferred
IT Project Management experience in large enterprise environment preferred

Responsibilities

Customer retention through effective management of escalation
Analyse trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals
Being a focal point of contact for the customer, keeping the customer up-to-date with case progress, making sure the real problem is being address to the customer's satisfaction.
Crisis management
Establish correct expectations and ensure resolution through effective communication with all parties involved
Establish a focal point of contact for CyberArk, interfacing with other departments (i.e. Sales, R&D, Product Management).
Demonstrate ownership of customer issues and work proactively with different customer groups to resolve issues in a timely manner.
Ensure that all customer escalations and complaints are managed to excellent professional standards