Lead Critical Accounts Escalation Manager, Australia
Core
Strategic escalation management for critical customer issues jeopardizing business relationships or sales opportunities, coordinating cross-functional teams to resolve complex challenges.
Role type
Senior Individual Contributor Escalation Manager
Builds
Resolution plans and action plans for critical customer issues
Domain
Enterprise Data Security / AI-powered Data Protection
Deliverable
client delivery
Required skills
Escalation management, cross-functional coordination, executive communication, analytical problem-solving, SLA management, systemic issue identification, product knowledge (Data Center, Storage, Networking, Virtualization)
Preferred skills
Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management, AI tool usage
Technologies
Data Center, Storage, Networking, Virtualization
Responsibilities
Drive progress and resolution of critical customer issues, lead cross-functional and geographically dispersed teams, communicate issue status to executives and customers, drive transparency through case audits, ensure team adherence to action plans and SLAs, identify systemic issues to prevent future problems, participate in weekly escalation review meetings
Seniority
Senior, hands-on IC
