We need an outstanding individual to lead the escalation management process, and to facilitate a positive support experience for our highest priority customers. This role will showcase your expertise across a wide range of skill sets including problem-solving, decision making, critical thinking, organization and prioritization, and cross-team collaboration.
In addition to technical support experience, we are looking for people who can demonstrate advanced communications and incident management skills, have broad experience with Enterprise account management and who have a solid understanding of web-based technologies.
Escalation Management
- Act as an escalation point for field and sales teams for high-priority customer issues; providing ownership and strategy to all engaged parties ranging from technical support engineers to product managers and executive leadership.
- Showcase effective communication style that adjusts based on audience: customers, executive leadership and peers.
- Work with Development and Product Management teams to prioritize customer bugs and support requests. Use information to report status back to customers and internal stakeholders in status updates/meetings/reports.
Customer Advocacy
- Champions customer feedback within the appropriate teams to improve the customer experience and support long-term relationship goals.
- Assesses & evaluates the criticality of the situation, understands and conveys business impacts of key problems, and consistently reports back on current status to key partners.
- This is not your average support team. We are highly collaborative and support one another in everything we do. We are growing, constantly improving, and strive to add more value to our customers and partners.
