Job Title:
Staff Escalation Manager
About Trellix:
Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com.
Role Overview:
We’re looking for a dedicated, curious problem solver to join our Customer Success organization as a Critical Escalation Manager! This is a strategic, high-visibility role that drives the highest level of escalation management for customer issues.
About the role:
- Ownership for driving resolution of customer’s critical issues
- Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
- Effectively communicate critical issue status to executive staff, working teams and the customer
- Ensure the cross-functional team is working off of clearly established action plans (ex. Who, What, When) and delivering 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 abreast of resolution progress
- The escalation manager is an individual contributor role that reports to the program leader and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address and prevent critical issues
About you:
- You work very well in a fast-paced, demanding environment working with global customers
- You have an excellent customer-first demeanor and willingness to go beyond expectations to ensure customer success
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.
- 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.
