We are seeking a highly skilled professional to fill the role of Escalation Manager.
Job Description
This is a high visibility position that provides the highest level of escalation for customer issues that jeopardize our business relationship and sales opportunities with key customers.
Responsibilities:
* Owning progress and resolution of critical customer issues
* Driving clear intake scope priority exit criteria and process to achieve streamlined escalation resolution
* Maintaining global consistency across portfolio and customers
* Improving procedures for customer and field personnel for escalation handling
* Handling direct customer leadership and technical audiences as appropriate
* Engaging and leading cross functional and geographically dispersed teams in action plan development and execution to address critical situations
* Influencing task assignment and responsibility to successfully achieve key objectives of critical accounts and issues
* Accountability for relevant owners on driving target service level Objectives SLO and intermediate milestones
* Interlocking with Executive Sponsors to resolve roadblocks in a timely manner
This role demands proactivity efficiency dedication to constant refinement and passion for customer satisfaction.