Staff Escalation Manager

3M HEALTHCARE; Bogotá; Presencial; COP 120.000.000 - 180.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Retirement plans

Medical, Dental and Vision coverage

Paid Time Off

Paid Parental Leave

Support for community involvement

Descripción de la vacante

Trellix is seeking a Staff Escalation Manager to lead critical issue resolution and cross‑functional action plans across global teams. You will brief executive stakeholders and drive accountability to rigorous SLOs, ensuring timely, outcome‑oriented communication with customers.

Ideal candidates bring 10+ years in high‑pressure escalation roles, strong certifications, and a track record of translating complex technical issues into business insights.

Formación

• Certifications in PMP, ITIL4, MIM, CSAM, or Lean Six Sigma (Green/Black Belt).
• 10+ years in high‑pressure roles (Escalation Management, TAM, or Support Management) overseeing Tier1/Strategic accounts.
• Foundational knowledge of Cloud/SaaS architectures and Jira/Salesforce for data‑driven reporting.

Responsabilidades

• Own the resolution of customers’ critical issues.
• Engage and lead cross‑functional, geographically dispersed teams to develop and execute action plans for critical situations.
• Communicate critical issue status to executive staff, working teams and the customer.
• Ensure the cross‑functional team follows clearly established action plans (Who, What, When) and delivers within established SLOs.
• Identify systemic issues related to products and/or processes and drive actions to prevent future problems.
• Maintain and expand a solid understanding of current products and their business applications.
• Participate in weekly escalation review meetings with Sales, Customer Support, Product Management, and Engineering.

Conocimientos

Executive Presence

Influence Without Authority

Strategic Problem Solver

Operational Discipline

Customer-Centric Negotiator

Herramientas

Jira

Salesforce

Descripción del empleo

Job Title: Staff Escalation Manager

Trellix is a global company redefining the future of cybersecurity. Trellix’s comprehensive, open, and native cybersecurity platform helps organizations confront today’s most advanced threats, providing confidence in the protection and resilience of their operations. With an extensive partner ecosystem, Trellix accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security.

Role Overview

We’re looking for a dedicated, curious problem solver to join our Customer Engagement organization as a Critical Escalation Manager. This strategic, high‑visibility role drives the highest level of escalation management for customer issues.

About the role

• Own the resolution of customers’ critical issues.
• Engage and lead cross‑functional, geographically dispersed teams to develop and execute action plans for critical situations.
• Communicate critical issue status to executive staff, working teams and the customer.
• Ensure the cross‑functional team follows clearly established action plans (Who, What, When) and delivers within established SLOs.
• Identify systemic issues related to products and/or processes and drive actions to prevent future problems.
• Maintain and expand a solid understanding of current products and their business applications.
• Participate in weekly escalation review meetings with Sales, Customer Support, Product Management, and Engineering.
• Work closely with customers to understand their pain points and keep them informed of resolution progress.

About you

• Executive Presence: Confidence and clarity to brief C‑suite stakeholders and customers during high‑pressure outages, translating technical complexity into actionable business insights.
• Influence Without Authority: Expert at mobilizing geographically dispersed, cross‑functional teams (Engineering, Product, PS) and holding them accountable to rigorous action plans and SLOs.
• Strategic Problem Solver: Looks beyond tickets to identify root causes and drive systemic change.
• Operational Discipline: Thrives in fast‑paced environments, obsessed with execution and ensuring every stakeholder knows the Who, What, and When of an action plan.
• Customer‑Centric Negotiator: Empathizes with a “livid” customer while firmly managing expectations regarding roadmaps, timelines, and technical limitations.

Preferred or Equivalent Professional Skills

• Certifications in PMP, ITIL4, MIM, CSAM, or Lean Six Sigma (Green/Black Belt).
• 10+ years in high‑pressure roles (Escalation Management, TAM, or Support Management) overseeing Tier1/Strategic accounts.

Technical Proficiency

Foundational knowledge of Cloud/SaaS architectures and experience using Jira/Salesforce for data‑driven reporting.

Expert Communication

Proven ability to translate technical complexities into “Path to Green” status reports for C‑suite executives.

Process Leadership

Demonstrated success in Root Cause Analysis (RCA) and driving cross‑functional accountability across global Engineering and Product teams.

Company Benefits and Perks

• Retirement plans
• Medical, Dental and Vision coverage
• Paid Time Off
• Paid Parental Leave
• Support for community involvement

We’re committed to a safe and trustworthy experience for our customers, employees, and candidates. Trellix prohibits discrimination and harassment 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.