Job Description:
We are seeking a skilled Escalation Manager to join our team. In this role, you will be responsible for providing the highest level of escalation for customer issues that are jeopardizing the business relationship and/or sales opportunities.
You 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.
As an Escalation Manager, you will liaise with and work across various functional organizations and business units, including Support, Sales, Product Management, and Development Engineers. You will also interact with all levels of the company, from management and corporate executives to technical audiences.
Key Responsibilities:
1. Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
2. Drive global consistency across portfolio and customers
3. Maintain and improve procedures for customer and field personnel for escalation handling
4. Handle direct customer leadership and technical audiences as appropriate
5. Expedite Resolution
6. Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
7. Clear accountability on relevant owners on driving to target service-level Objectives (SLO) and intermediate milestones leading up to it
8. Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
9. Communication and Reporting
10. Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
11. Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
12. Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer-facing communications
13. Risk Management
14. Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place
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