Job Description
The Escalation Manager role is a strategic, high-visibility position that provides the highest level of escalation for customer issues that are jeopardizing business relationships and/or sales opportunities.
This role leads and manages the resolution of critical customer issues by forming and leading interdepartmental teams to address customer needs. The Escalation Manager will liaise with various functional organizations and business units to drive clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
Key Responsibilities:
* Ownership for driving progress and resolution of customers' critical issues
* Drive global consistency across portfolio and customers
* Maintain and improve procedures for customer and field personnel for escalation handling
Required Skills and Qualifications
To be successful in this role, you should have:
Fully fluent in English and Spanish both written and verbal
10+ years of customer-facing sales and/or service delivery roles
Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
Customer centric attitude and focus on providing best-in-class service for customers and collaborators
Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with SLA/SLO/Milestones paradigm
Benefits
We offer a dynamic and fast-paced work environment where you will have the opportunity to make a significant impact on our customers' success.
As part of our team, you will be responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues.
Others
Please note that we are an equal opportunity employer and celebrate diversity in our workplace.