Escalation Manager

Posted 2024-11-07

💎 Seniority level: Manager, 3+ years

📍 Location: USA

🔍 Industry: Cloud integration technology

🏢 Company: Cleo (US)

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: Product DevelopmentStrategyCollaborationDocumentation

Bachelor’s degree preferred.
3+ years managing a technical support team in a cloud environment or comparable industry.

Serve as a point of escalation for customers.
Monitor queues and ensure escalated cases are worked within required SLAs.
Oversee implementation handoffs from Professional Services to Support.
Verify documentation is supplied for escalated issues.
Analyze escalation volumes, communicate actions, and provide feedback for improvements.
Build long-term customer relationships.

Posted 2024-11-13

📍 USA

🧭 Full-Time

💸 120000 - 157500 USD per year

🔍 Technology

🏢 Company: Smartsheet

7+ years of experience managing globally diverse, large, and cross-functional initiatives.
5+ years of experience working with the Smartsheet Platform.
Understanding of SaaS organizational constructs.
Ability to establish trust and influence internally and externally.
Strong data-driven decision-making skills and process-oriented mindset.

Own the resolution of complex issues for valuable customers.
Lead support triage to communicate customer situations and recommend next steps.
Engage in external customer communications during Critical Situations.
Lead Executive communications with customers as necessary.
Influence roadmap prioritization with Product and Engineering.

StrategyCustomer service

Posted 2024-11-13

🔧 Requirements