Job Overview
This role demands a strategic, high-visibility approach to providing the highest level of escalation for customer issues that are jeopardizing business relationships and/or sales opportunities.
The Escalation Manager will lead and manage the resolution of critical issues by forming and leading cross-functional teams which are formed based on customer and escalation needs.
* 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
* Handle direct customer leadership and technical audiences as appropriate
This is a highly proactive role that requires efficiency, constant refinement, and a passion for customer satisfaction.
To ensure success in this position, you must be able to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
You should have strong leadership and communication skills, experience working in a fast-paced environment, and expertise in communicating complex topics in a clear and concise manner.
This is an opportunity to make a significant impact on our customers' experiences and drive growth through effective issue resolution.
Key Requirements
Fully fluent in English, Portuguese, and Spanish both written and verbal
Customer Experience
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
Program/Project management
Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
About Us
We're a leading organization in the industry, dedicated to delivering exceptional customer experiences and driving growth through innovative solutions.
We're looking for talented professionals who share our passion for customer satisfaction and are committed to making a meaningful impact in our customers' lives.