Escalation Account Director

F5; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading company in technical support and services seeks an Escalation Account Director to manage customer escalations and improve technical support responses. The ideal candidate will have a strong operational leadership background and be adept in incident management while supporting a diverse community that thrives on addressing complex technical challenges. Responsibilities include coordinating between teams and ensuring customer satisfaction during critical situations.

Qualifications

• 3-5 years in operational leadership resolving high-visibility events.
• Background in technical networking, ideally vendor and client experience.

Responsibilities

• Own the escalation process for critical customer support cases.
• Direct resources in resolving technical production issues.
• Create and manage plans of action for incident resolution.

Skills

Project Management

Incident Management

Communication Skills

Leadership

Team Collaboration

Education

BS/BA degree or equivalent work experience

Tools

Excel

PowerPoint

Job description

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

POSITION SUMMARY :

This role is a manager grade role within F5 with an effective business title of Escalation Account Director (EAD).

The EAD, sometimes called Customer Advocate Manager, Critical Situation Manager, Customer Incident Manager, Critical Account Program manager, within the industry, is an integral member of the F5 Support and Services team, managing critical escalations and coordinating F5 resources to bring the escalations to resolution. This role currently reports directly to the Vice President of Support Services EMEA and is based in either Chertsey, United Kingdom or Warsaw, Poland and is predominantly office based although there is some flexibility to work from home adhoc or part time. Some travel to critical customer sites across Europe are required on rare occasion.

PRIMARY RESPONSIBILITIES :

• Take ownership of the escalation process for nominated customers only for specific technical support cases where a customer’s network is down or severely impaired.
• Direct progress of technical support staff, escalation team, engineering team and all other F5 resources in addressing customer production issues, function as point-of-contact for issue management.
• Create and manage comprehensive plans of action to resolve technical issues affecting F5 customers.
• Provide post-mortem review and analysis as required by internal teams or customers.
• Interface closely with field teams to ensure coordinated and consistent messaging from F5 during an incident.
• Analyze the resulting relationship between F5 and the customer. If corrective action needs to be taken, partner with the account teams or other internal resources to improve the long-term relationship with the customer.
• Once the incident has been resolved and the customer is satisfied, the EAD extracts themselves from the account and returns the customer to normal support operations.
• Perform other related duties as assigned.
• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.

KNOWLEDGE, SKILLS AND ABILITIES

• Must be able to direct others and set priorities to resolve crisis or high-visibility situations while remaining calm and advocating best practices.
• Must be able to influence and manage a client as well as internal resources that don’t directly report to this position.
• Must have proven project management skills – PMP is a plus.
• Must have proven incident management best practices – ITIL a plus but not a requirement. F5 is not an active ITIL practice.
• Must be able to show good judgment skills and the ability to put the customer first
• Must have excellent written and verbal communication skills – English fluency is required. Secondary language an asset but not required.
• Must be a self starter and show initiative with the ability to work past barriers
• Must be able to relay complex technical information to people with varying skill and knowledge levels although this role is a non-technical business position.
• Must be a team player as there will be regular requirements to support other EAD accounts during teammates holidays or sick leave
• Must be highly proficient in Excel and PowerPoint applications

QUALIFICATIONS :

• Three to Five years in an operational leadership role successfully resolving production outages, service impairments or other high visibility events for customers.
• At least 5 years within a technical networking background although no deep technical skills are required. This ideally would be a mix of both working for a vendor and a client.
• BS / BA degree or equivalent years work experience.

AK-LI1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.