Escalation Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Serve as the main point of contact for escalated customer support cases, ensuring prompt and satisfactory resolutions.

• Manage high-priority incidents while acting as the primary liaison for customers.

• Oversee communications with customers and internal executive teams during product-related incidents.

• Lead cross-functional efforts to address complex challenges within high-risk accounts.

• Triage, prioritize, and delegate escalations to the appropriate teams while maintaining accountability.

• Create and implement action plans for resolving escalated issues in collaboration with cross-functional teams.

• Foster relationships with key customer stakeholders to rebuild confidence and trust.

• Provide status updates and resolution strategies to both customers and internal teams.

• Document and disseminate customer feedback arising from escalations.

• Acquire a comprehensive understanding of Ping’s products and services to effectively tackle technical issues.

• Examine escalation trends and propose enhancements to products, processes, and support methodologies.

• Conduct post-mortem analyses for significant incidents and execute preventive strategies.

• Monitor and report on escalation response times, resolution metrics, and customer satisfaction ratings.

• Participate in on-call support as required.

⛳️ Requirements

• A minimum of 5 years of experience in an enterprise technical support environment, including at least 2 years managing escalations, ideally within cybersecurity.

• Demonstrated success in resolving high-impact customer issues and managing critical incidents.

• Outstanding communication skills with a history of engaging with executive-level management.

• Familiarity with SaaS organizational and operational structures, including Product, Engineering, Support, Customer Success, Sales, and Professional Services.

• Capacity to quickly build trust and influence stakeholders, both internally and externally.

• Ability to navigate conflict and drive consensus on decisions amidst differing opinions and inputs.

• Strong data-driven decision-making capabilities and a process-oriented approach.

• Skill in identifying risks and dependencies and devising plans to mitigate them.

• Adaptability, flexibility, and a customer-focused mindset.

• Proficiency with Salesforce Service Cloud, Jira, and Slack.

• On-call responsibilities are mandatory for this role.

🏝️ Benefits

• A company culture that empowers you to perform at your best.

• Employee Resource Groups that foster a sense of belonging for all employees.

• Regular team-building and company events.

• Competitive benefits and perks package.

• Opportunities for global volunteering and community engagement.

• Generous paid time off and holiday schedule.

• Parental leave benefits.

• Progressive healthcare options.

• Retirement programs available.

• Opportunity for education reimbursement.

• Commuter offset available (specific locations).

• A flexible and collaborative work environment.