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Escalation Manager

Salt Lake City, Utah, United States of America


Job Title:

Escalation Manager

Role Overview:

Manage customer expectations and ensure multiple stakeholders, particularly Sales Management and Account Teams , are kept informed on progress of incidents that have been raised by Trellix Sales teams or Management  

What you will do:

  • Proactively own internal and external executive-level communications by providing valuable guidance to customer’s while partnering with the sales and support teams.

  • Act as a visible, single point of contact for Sales, Account Management Team, Customers for a particular Sales escalation

  •  Drive operational excellence through providing improvements with customers and account satisfaction   

  •  Partner with the Support & Sales Management teams to drive process improvements.

  •  Provider regular account level reports to Sales Management, Gold Support and APAC Support Management regarding critical escalations.

  •  Act as a bridge between SEO (T3), Trellix Labs, Engineering, Customer / Partner and provide management for important support and sales escalations

  • Coordinate resource alignment and engagement.

  • Attend customer calls (and Sales as needed) to represent Support management on Sales escalated cases

  • Provide critical and/or complex incident management:

  • Develop and maintain a prioritized incident list of Sales escalations

  • Coordinate resources throughout Trellix (i.e., Support, Sales, ML, Eng., etc.) to address the action plans for escalated customer’s issues.

  • Provide Internal communication and escalation between sales and customers

  • Educate and promote best practices for leveraging Trellix Technical Support with customers

  • Regularly report on the current number of sales escalations, progress on the escalations, and summary of actions taken on the escalations.

  •  Liaise with multiple tiers to ascertain progress on escalated incidents.

  •  Work on developing reports on different KPI’s and parameters related to Sales escalated cases.

  •   Own the critical Escalation tracker

What you will have:

  • Ability to establish and maintain strong relationships with a variety of internal and external stakeholders, from technical contributors to management.

  • Strong negotiation skills and the ability to effectively manage critical situations

  • Ability to manage customer expectations clearly, concisely, and in summary format

  • Ability to effectively manage a list of issues from inception to resolution

  • Understanding of cross-functional relationships and processes critical to driving issue resolution

  • Excellent written and verbal communication skills

  • ITIL experience/certification preferred

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.


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