Support Escalation Manager (Area Support Lead)
Core
Drive security-first, customer-obsessed support experience by strengthening field readiness, leading critical customer engagements, and partnering across CSS, CSU, and engineering to protect and grow revenue.
Role type
Senior IC Support Escalation Manager (Area Support Lead)
Builds
Security-enhanced support processes, Area/OU operating plans, Renewal Assist programs, and customer health/resiliency initiatives.
Domain
Technology industry customer success and support operations
Required skills
Security process adoption and compliance, field engagement and readiness management, renewal planning and win/loss analysis, executive-level customer engagement, customer health signal improvement, AI application in support operations, cross-functional partnership, program and project management
Preferred skills
AI-900 certification, technical development in AI, global team collaboration, influencing without authority
Technologies
CSS Secure Future Initiative, MIRP, ZR, Priority Recommendations, Reactivity Health, AI tools
Responsibilities
Drive 100% adoption of security-enhanced processes and validate compliance; educate teams on escalation paths and run training cadences; execute Renewal Assist program with triage and win/loss analysis; lead confidence calls and executive engagements for Upper Major customers; improve customer health signals and share best practices; apply AI in at least two aspects of the role to improve outcomes.
Seniority
Senior, hands-on IC with strategic execution
