Job Overview
We are seeking a highly skilled and experienced Escalation Manager to join our team. The successful candidate will be responsible for leading the resolution of customers' critical issues, driving clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
Responsibilities:
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.
* Handle direct customer leadership and technical audiences as appropriate.
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.
* Interlock with Executive Sponsors to help resolve roadblocks in a timely manner.
3. Communication and Reporting
* Effectively communicate critical issue status to executive staff, sales, support, product 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.
5. 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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