At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.
Gigamon is seeking a Technical Resolutions Manager with 5+ years of experience managing technical product escalations for a Technical Support organization. The successful candidate will lead Gigamon’s highest level of escalations to assure a successful end-user outcome with Gigamon’s technology. Candidate will have experience leading cross-functional teams to timely address and resolve customer escalations reported on Gigamon products.
What you’ll do:
- Act as single point of contact to lead high profile customer and partner escalations.
- Network internally with Sales, Services and Engineering to clearly define the problems that brought the customer into escalation. Assure the internal cross functional team has complete awareness of the triggers that caused the escalation.
- Oversee remediation plan development. Build cross functional plan consensus so the team is in full agreement of how to address the customer’s issues.
- Share plan with customer to obtain agreement and demonstrate Gigamon’s commitment to the customer’s success.
- Oversee escalation plan progress and manage ongoing customer communication throughout the life of the escalation, assuring 100% follow-up on all issues. This may include email, regular conference calls to strengthen the relationship between teams.
- Identify plan risks and develop contingency plans to minimize impact. Possess the intuition to see risks ahead of time. React quickly if a course change is needed.
- Keep executive leadership team informed of escalation progress. Publish weekly escalation reports to Gigamon executive staff.
- Negotiate escalation measures of success with the customer. Formally close the escalation once goals are met.
- Use key escalation learnings to provide feedback to internal teams including engineering and product management for process and product improvements.
- Conduct post-escalation debriefs and quarterly escalation reviews to share lessons learned and identify trends with recommended actions.
- Must be comfortable leading informally across the organization to challenge the status quo and developing better ways to support Customers.
- Must be able to balance the trade-off between business and technical needs to arrive at the best solutions for both the customer and Gigamon.
What you’ve done
- 5+ years customer-facing experience in escalation management, support management, customer success roles.
- Strong communication skills in English: listening, speaking, writing,
- Calm demeanor, positive mindset, and highly empathetic to the experience of our customers. Exudes both confidence and humility.
- Demonstrated track record to successfully lead escalations at a networking, security, or IT infrastructure company.
- Excellent organization and project management skills with attention to details.
- Technical degree for high level understanding of the issues and remedy
- Ability to simultaneously manage multiple escalations.
- Strong analytical skills for identifying trends and opportunities for improvement
- Knowledge of reporting and presentation tools such as Sales Force CRM, Excel Pivot charts and table, and PowerPoint etc.
- Project management certification
- Strong experience with internal and external executive level communication.
Who you are:
- Motivated by the challenges and rewards of a fast-moving company.
- Challenges the existing method and constantly innovates.
- Able to easily work well with individuals at all levels.
- Builds organizational relationships and fosters open communication.
- Excels at cross-functional collaboration. Must be a consensus builder
- Flexible and adaptable to changing demands based upon the needs of the business.
- Able to work independently, establish priorities and demonstrate good judgment skills.
- Able to multi-task and perform well under pressure.
- Smart, analytical, creative, efficient, driven, and tenacious.
- Strong written, listening, and oral communication skills for an executive level audience.
- Comfortable working in a high profile role
- Fluency in Spanish and English language required. Brazilian Portuguese language skills would be nice to have but are not mandatory
