Sr. Escalation Manager

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

The Escalation Manager is responsible for managing and driving the resolution of complex customer issues related to our cloud, on-prem, and networking products and services. This role involves proactive monitoring, customer escalation management, and coordinating cross-functional teams to ensure timely resolution of escalated issues that significantly impact business relationships or productivity. The Escalation Manager will also monitor dashboards for trends to reduce escalations and improve customer satisfaction.

Primary Responsibilities:

• Serve as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Ensure critical client SLAs are met and customer escalations are resolved within agreed timelines.
• Lead improvements by monitoring dashboards to proactively identify trends and recommend technical and/or business process changes to meet expectations and optimize productivity.
• Facilitate and report on weekly calls to ensure appropriate visibility of key customer issues, including escalation status reporting, statistics, trending analysis, issue status activities, and resources.
• Maintain clear and consistent communication with internal stakeholders and customers throughout the escalation process, providing regular updates and setting realistic expectations.
• Oversee the creation and distribution of customer-facing communications, including status updates, incident reports, and RCA (Root Cause Analysis) documents where applicable.
• Prepare and present regular reports on the status of escalated issues, including root cause analysis and resolution timelines, to senior management.
• Provide guidance and training to stakeholders on best practices for issue resolution and escalation management.
• Support leadership in strategic, business, and operational planning.

Requirements:

• Minimum of 3 years’ experience in providing complex SaaS Customer Support, management, and/or supervision.
• At least 3 years of experience as an escalation manager or a similar role within the networking domain.
• At least 5 years of experience in technical support roles.
• Strong understanding of networking and security concepts, protocols, and technologies (e.g., TCP/IP, routing, switching, firewalls, VPNs).
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment.
• Proven track record of working collaboratively to improve the customer’s experience.
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
• Ability to navigate complexity and create collaborative, cross-functional solutions.
• Strong communication, presentation, and relationship management skills.
• Able to translate complex issues in an understandable, organized way.
• Knowledge of CRM tools, preferably Salesforce.
• Good working knowledge of MS-Office and Reporting tools.
• Fluency in written and spoken English is a must.
• Relevant certifications (e.g., CCNA, CCNP, ITIL) - an advantage.

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.

Applicants must have the right to work in the location to which you have applied.