Job Summary
We are seeking a seasoned professional to serve as our Escalation Manager. This key role will be responsible for providing high-level escalation support to customers experiencing critical issues that impact their business relationship with us.
* Elevated Support
o The successful candidate will lead a virtual team across various functional organizations and business units to drive progress and resolution of customer critical issues.
o Clear processes will be developed and implemented to achieve streamlined escalation resolution, ensuring seamless collaboration among stakeholders.
* Crisis Resolution
o This individual will engage and lead cross-functional teams to develop and execute action plans addressing critical situations.
o Key objectives of the critical account and issue will be successfully achieved through task assignment and responsibility delegation.
* Status Updates
o Effective communication of critical issue status will be provided to executive staff, sales teams, and other invested parties.
o Data-driven dashboards will track progress toward service-level objectives (SLOs).
* Risk Oversight
o Informed decisions on escalating urgency will be made, applying relevant focus to solve situations with proper governance, guardrails, and reviews.
o Strong judgment in risk management and problem mitigation will be demonstrated, along with timely decision-making from both business and technical perspectives.