About the Role:
We are looking for an experienced Senior Escalation Manager to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. The Customer escalations manager will be technically product-savvy & respond to requests from customers and internal stakeholders to provide management and oversight to escalated customer situations. You will support customers involved in time-sensitive escalations and manage their overall experience by collaborating closely with customer stakeholders as well as Motive’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams.
What You'll Do:
- Managing the lifecycle of an escalated case including, but not limited to, acting as the single point of contact, escalation intake, impact analysis, internal stakeholder coordination & communication, and escalation closure.
- Ensure the flawless execution of the escalation resolution process, with transparent communication that drives very high internal/external customer satisfaction levels.
- Cross collaborate with teams within the Critical Escalations Center to ensure the proper handoff and smooth transition between teams.
- Closely partner with Internal Departments of Engineering, Operations, Technical Support, Customer Success, and Sales to ensure alignment across the business for escalated issues.
- Developing, implementing, and coordinating key post-escalation processes such as post-escalation reviews, post-mortems, trend analysis, and other key continuous improvement activities.
- Analyze escalation trends and produce strategic recommendations to proactively address systemic issues.
- Report and escalate efforts to resolve complex customer experience problems.
What We're Looking For:
- 4+ years of account management, escalation management, technical support, customer success, or technical project management experience.
- Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment.
- Proven track record of working collaboratively across the business at all levels to improve the customer’s experience
- Strong customer service with the ability to make good judgments and quick decisions.
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
- Passion for solving customer issues and a champion of great customer service.
- Excellent judgment, risk management, and issue mitigation skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to collaborate with peers and work cross-functional as needed with Product, Engineering teams, and Customer Success.
- Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.
- Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
- Outstanding communication skills: Both Written and Verbal Communication.
- Deep experience leading and responding to complex critical escalations.
- BS or MS in Computer Science or a related technical area is preferred
