Job Description
The role of Escalation Manager is a strategic, high-visibility position that provides the highest level of escalation for customer issues.
1. 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.
* Maintain and improve procedures for customer and field personnel for escalation handling.
2. Expedite Resolution:
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues.
* Clear accountability on relevant owners on driving to target service-level Objectives (SLO) and intermediate milestones leading up to it.
3. Communication and Reporting:
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO.
* Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer-facing communications.
4. 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.
* A "whatever it takes" customer-first attitude and a willingness to go the extra mile to foster customer success.
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
5. Retrospective and Preventive Measures:
* Retrospectives and postmortem to help improve the process/system/product.
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.