Escalation Manager

Our MissionAt Palo Alto Networks, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.Who We AreIn order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.Job SummaryJob DescriptionThe main responsibility of the Escalation Manager is to bring order, structure, and focusedattention to retention of existing customers and resolution of customer problems to gaincomplete customer satisfaction. The Escalation Manager has overall responsibility fordriving, participating, and managing overall problem resolution and escalation process at thesituation level. As a member of a Technical Support leadership team the Escalation Managerparticipates in defining and executing Technical Support department strategy. This is a high-visibility high-impact role within the Customer Care organization.Responsibilities: Customer retention through effective management of escalation Analyse trends behind customer retention, establish processes that lead to higherlevels of customer satisfaction, and target levels of maintenance renewals Being a focal point of contact for the customer, keeping the customer up-to-date withcase progress, making sure the real problem is being address to the customer'ssatisfaction. Crisis management Establish correct expectations and ensure resolution through effective communicationwith 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 differentcustomer groups to resolve issues in a timely manner. Ensure that all customer escalations and complaints are managed to excellentprofessional standards#LI-CT1Qualifications Expert-level experience with CyberArk technology or Information Security field Understanding and experience of large enterprise IT environments, and related ITSMprocesses Ability to stay focused and calm under stress, clearly communicate to the customerand internal stakeholders Demonstrated ability to assume sole and independent responsibilities Ability to keep track of numerous detail-intensive, interdependent tasks and ensuretheir accurate completion Demonstrated knowledge of Information Security and Network Architecture concepts Bachelor’s Degree in Computer Science or related field. Experience with DevOps concepts and tools preferred IT Project Management experience in large enterprise environment preferredQualifications Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.$119,700.00 - $193,600.00/yrOur Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at View email address on click.appcast.io Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.All your information will be kept confidential according to EEO guidelines.Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.SummaryLocation: Boston, United States of AmericaType: Full time