Job Overview
The Escalation Manager role involves providing high-level escalation support for customer issues that impact business relationships and sales opportunities.
* Ownership of driving progress and resolution of critical customer issues
* Clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Global consistency across portfolio and customers
* Maintenance and improvement of procedures for customer and field personnel for escalation handling
* Direct customer leadership and technical audiences as appropriate
Your Impact
Escalation Leadership:
* Cross-functional team engagement and leadership in developing and executing action plans to address critical situations
* Influence and effective task assignment to achieve key objectives of critical accounts and issues
Expedited Resolution:
* Accountability for relevant owners in driving target service-level objectives (SLO) and intermediate milestones
* Interlock with Executive Sponsors to resolve roadblocks in a timely manner
Communication and Reporting:
* Critical issue status communication to executive staff, sales, support, product teams, and invested parties
* Data-driven decision making through effective use of dashboards and keen understanding
Risk Management:
* Urgency elevation and situational focus with relevant governance, guardrails, and reviews
* Customer-first attitude and willingness to go the extra mile
Post-Incident Analysis:
* Retrospectives and PostMortem to improve processes/systems/products
* Systemic issue identification and proactive measures to prevent future problems