Job Description
We are seeking an experienced professional to join our team as an Escalation Manager. This role requires a high level of escalation for customer issues that jeopardize the business relationship and/or sales opportunities with key customers.
The Escalation Manager will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team. This team will be formed based on the customer and escalation needs.
In leading the virtual team, the Escalation Manager will liaise with and work across various functional organizations and business units, including Support, Sales, Product management, and development engineers. The Escalation Manager will also work with all levels of the company, from management and corporate executives.
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.
Key Responsibilities
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel for escalation handling.
* Handle direct customer leadership and technical audiences as appropriate.
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Clear accountability on relevant owners on driving to target service-level Objectives (SLO) and intermediate milestones leading up to it.
Requirements
This role requires a strong background in customer-facing sales and/or service delivery roles, with at least 10 years of experience. Additionally, the ideal candidate will have past experience as an Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with the SLA/SLO/Milestones paradigm is highly desirable.
Preferred Qualifications
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* Strong capacity for Influencing, negotiating, and delegating efforts.
* Experience in being able to effectively lead and motivate a team of cross-functional professionals.
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences.
Benefits
As an Escalation Manager, you will be part of a dynamic team dedicated to providing exceptional customer experiences. You will have the opportunity to work with a diverse group of professionals, develop your skills, and contribute to the growth and success of the organization.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us.