Required Escalation Manager
The Escalation Manager is a critical role within Technical Services, working internally with our Engineering, Services, Sales and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account.
hybrid working model.
Position Expectations:
Responsible for managing a small number of long-running, high-impact escalations
Mapping all customer points of contact and their role in the escalation
Setting and resetting customer expectations on status and timelines
Determining, alongside Engineering subject matter experts, who within will need to be involved in order to resolve the escalation
Obtaining the commitment of Engineering and Field leadership to dedicate the agreed-upon resources to the resolution of the escalation
Organizing internal calls with our personnel to ensure awareness and synchronization of our efforts to resolve the escalation
Organizing customer calls and our attendance of those calls
Determining the necessary cadence of communication with the escalated customer and ensuring we follow that cadence
Ensuring that our Follow-the-Sun model is effectively and consistently utilized to resolve managed escalations
Developing and sending regular (textual) executive summaries to internal stakeholders, including members of the executive team as necessary, until escalation is resolved
Ensuring timely delivery of all our commitments to customers and internal stakeholders, along with other managers, and actively communicating any deliverables that slip schedule
Deliver timely and high quality incident resolution focused on root cause analysis, prevention, and knowledge transfer of learnings from the issue
Identify, manage and record escalation trends
Onsite customer visits as required.
The Escalation Manager is a critical role within Technical Services, working internally with our Engineering, Services, Sales and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account.
hybrid working model.
Position Expectations:
Responsible for managing a small number of long-running, high-impact escalations
Mapping all customer points of contact and their role in the escalation
Setting and resetting customer expectations on status and timelines
Determining, alongside Engineering subject matter experts, who within will need to be involved in order to resolve the escalation
Obtaining the commitment of Engineering and Field leadership to dedicate the agreed-upon resources to the resolution of the escalation
Organizing internal calls with our personnel to ensure awareness and synchronization of our efforts to resolve the escalation
Organizing customer calls and our attendance of those calls
Determining the necessary cadence of communication with the escalated customer and ensuring we follow that cadence
Ensuring that our Follow-the-Sun model is effectively and consistently utilized to resolve managed escalations
Developing and sending regular (textual) executive summaries to internal stakeholders, including members of the executive team as necessary, until escalation is resolved
Ensuring timely delivery of all our commitments to customers and internal stakeholders, along with other managers, and actively communicating any deliverables that slip schedule
Deliver timely and high quality incident resolution focused on root cause analysis, prevention, and knowledge transfer of learnings from the issue
Identify, manage and record escalation trends
Onsite customer visits as required.
Requirements:
Our ideal candidate is highly organized, articulate and adept at taking charge of situations while multi-tasking in a fast-paced environment.
They have the ability to quickly assess the business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution. The individual strives to understand the strengths and roles of individuals and cross-functional relationships in our organization, to develop and pursue the best plan of action. This person ensures that the customers voice is heard throughout the escalation process, establishes correct expectations, and drives the resolution of the case through effective internal and external communication.
The successful candidate will have enough technical depth to understand how product behavior drives technical escalations. They are able to determine which skill sets are necessary to address and de-escalate the technical crisis, while also understanding the broader impact of the escalation on account health. The ideal candidate will have a background in customer-facing Support or Services, but candidates from a Development, Systems or Database background will also be considered.
Communication skills are central to success in this role, from strong negotiation and objection handling skills to presenting the appropriate level of summary information to different groups during different stages of the escalation, including post-mortem analysis and discussion.
Our ideal candidate is highly organized, articulate and adept at taking charge of situations while multi-tasking in a fast-paced environment.
They have the ability to quickly assess the business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution. The individual strives to understand the strengths and roles of individuals and cross-functional relationships in our organization, to develop and pursue the best plan of action. This person ensures that the customers voice is heard throughout the escalation process, establishes correct expectations, and drives the resolution of the case through effective internal and external communication.
The successful candidate will have enough technical depth to understand how product behavior drives technical escalations. They are able to determine which skill sets are necessary to address and de-escalate the technical crisis, while also understanding the broader impact of the escalation on account health. The ideal candidate will have a background in customer-facing Support or Services, but candidates from a Development, Systems or Database background will also be considered.
Communication skills are central to success in this role, from strong negotiation and objection handling skills to presenting the appropriate level of summary information to different groups during different stages of the escalation, including post-mortem analysis and discussion.
This position is open to all candidates.
