Senior Escalation Specialist
New
S
SamsaraIoT
MexicoFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- SalesforceTableauZendesk
Requirements
- 5+ years experience in a dedicated customer facing escalation management role in fast-paced software/technology environments (SaaS/PaaS/IoT)
- Bachelor's degree in a technical or business field, or equivalent practical work experience
- Demonstrated program or project management experience with an ability to influence stakeholders to achieve desired outcomes
- Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints
- Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards
- Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority, up to and including senior executives
- Proficient english language verbal, written, communication, and receptive listening skills
- Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication
- Experience working with ticketing systems such as Zendesk and Salesforce
- 8+ years of customer facing Support Services related experience with a proven track record of delivering business value and improvement (ideal)
- Previous people management experience (ideal)
- High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions (ideal)
- Ability to work in a hyper-growth environment with shifting priorities (ideal)
- Experience working with dashboard tools such as Zendesk Explore and Tableau (ideal)
Responsibilities
- Manage the lifecycle of an escalation including, but not limited to, acting as the single point of contact for the customer and internal stakeholders.
- Be responsible for resource coordination and communication through escalation closure up to the senior executive level.
- Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales, and Accounts Receivable with a focus on fostering efficient collaboration and driving down resolution times of technical or billing related issues.
- Develop, implement, and coordinate key post-escalation processes such as post-escalation reviews, post-mortems, trend evaluation, and other key continuous improvement activities in conjunction with the Support Operations team.
- Establish and maintain escalation SOP’s in accordance with industry standards and best practices.
- Build and monitor escalation KPIs and relevant reporting to ensure support continues to provide the best experience possible for escalated customers.
- Drive and manage review meetings focused on critical/major escalations with senior executives.
- Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.
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