Support Escalation Management
Core
Drive security-first execution, manage customer escalations, lead renewal assist programs, and improve customer health for Upper Major accounts.
Role type
Senior Support Escalation Management Lead
Builds
Security-enhanced processes, escalation readiness plans, renewal win/loss analyses, and customer health improvement strategies.
Domain
Technology industry, Customer Success, Security Operations
Required skills
Security process adoption, escalation path management, renewal planning, executive engagement, customer health analysis, AI application, program management, change management, project management, cross-functional influence
Preferred skills
AI-900 certification, global team experience, technical development
Technologies
CSS Secure Future Initiative, MIRP, ZR, ACT/CSS
Responsibilities
Validate security compliance, educate teams on CSS engagement, execute renewal assist programs, lead executive confidence calls, improve customer health signals, apply AI to customer outcomes, document success stories.
Seniority
Senior, hands-on IC with strategic influence