Senior Advisor, Resolution Manager

About the role

The Senior Advisor, Resolution Manager leads the resolution of RSA’s most critical customer escalations, acting as the primary escalation point for strategic accounts and executive‑level incidents. This senior position drives cross‑functional alignment, mentors junior managers, and shapes the overall escalation management framework.

Key responsibilities

• Lead the most complex, executive‑visible customer escalations (E1) and business‑critical situations.
• Own escalation management for strategic accounts, ensuring proactive engagement and successful outcomes.
• Coordinate across Support, Engineering, Product Management, Customer Success, and Sales to accelerate issue resolution.
• Serve as the primary customer and executive contact during major escalations.
• Develop and execute escalation strategies, recovery plans, and risk‑mitigation actions.
• Mentor and coach junior Resolution Managers, sharing best practices.
• Identify recurring issues and lead initiatives to improve processes and reduce repeat escalations.
• Define and promote escalation management best practices, standards, and procedures.

Required profile

• Proven experience leading high‑impact customer escalations in a technology or security environment.
• Strong ability to influence executive stakeholders and drive cross‑functional collaboration.
• Excellent communication and leadership skills, with a track record of mentoring junior staff.
• Strategic mindset with a focus on continuous improvement of escalation processes.

Required skills

What we offer

• Opportunity to work with a leading identity and access management company.
• Exposure to cutting‑edge security technologies and high‑visibility customer engagements.
• Collaborative, fast‑paced environment that values innovation and professional growth.