Job Summary
The Escalation Manager role involves spearheading the resolution of critical customer issues. This position requires driving progress and resolution of customers' critical issues by leading an interdepartmental, cross-functional team.
* Escalation Leadership: Ownership for driving progress and resolution of customers' critical issues.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Drive global consistency across portfolio and customers.
The ideal candidate will have 10+ years of customer-facing sales and/or service delivery roles, with past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired. They should be fluent in English, both written and verbal, and possess strong leadership and communication skills.
Key Responsibilities:
* Maintaining and improving procedures for customer and field personnel for escalation handling.
* Handling direct customer leadership and technical audiences as appropriate.
* Expedite Resolution: Engage and lead cross-functional teams in the development and execution of action plans to address critical situations.
* Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place.