Escalation Lead - Cybersecurity & Customer Care

Palo Alto Networks; Boston (MA); On-site; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks is seeking an Escalation Manager to bring order and focus to retention and resolution of customer problems, driving satisfaction and loyalty across enterprise accounts.

As part of the Technical Support leadership team, you will define strategy and execute processes, interfacing with Sales, R&D, and Product Management to deliver timely resolutions and measurable improvements.

Qualifications

• Expert-level experience with CyberArk technology or Information Security field.
• Understanding and experience of large enterprise IT environments, and related ITSM processes.
• Ability to stay focused and calm under stress, clearly communicate to the customer and internal stakeholders.
• Demonstrated ability to assume sole and independent responsibilities.
• Ability to keep track of numerous detail-intensive, interdependent tasks and ensure their accurate completion.
• Demonstrated knowledge of Information Security and Network Architecture concepts.
• Bachelor’s Degree in Computer Science or related field.

Responsibilities

• Customer retention through effective management of escalation
• Analyse trends behind customer retention, establish processes that lead to higher levels of customer satisfaction, and target levels of maintenance renewals
• Being a focal point of contact for the customer, keeping the customer up-to-date with case progress, making sure the real problem is being address to the customer's satisfaction.
• Crisis management
• Establish correct expectations and ensure resolution through effective communication with all parties involved
• Establish a focal point of contact for CyberArk, interfacing with other departments (i.e. Sales, R&D, Product Management).
• Demonstrate ownership of customer issues and work proactively with different customer groups to resolve issues in a timely manner.
• Ensure that all customer escalations and complaints are managed to excellent professional standards

Skills

CyberArk/InfoSec expertise

Enterprise IT environments & ITSM

Stable under pressure & clear comms

Sole/independent ownership

Detail-oriented multitasking

InfoSec & Network Architecture

Bachelor’s in CS or related

Education

Bachelor’s Degree in Computer Science or related field

Job description

Palo Alto Networks is seeking an Escalation Manager to bring order and focus to retention and resolution of customer problems, driving satisfaction and loyalty across enterprise accounts.

As part of the Technical Support leadership team, you will define strategy and execute processes, interfacing with Sales, R&D, and Product Management to deliver timely resolutions and measurable improvements.