Escalations Manager – Shifted Work Week (Thurs.-Mon.)
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Job Description
Escalations Manager ensuring customer satisfaction by managing technical issues for a B2B SaaS company. Acting as a bridge between customers and internal teams during escalations.
Responsibilities:
- Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
- Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
- Manage communications to customers and internal executive teams during product incidents
- Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution
- Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
- Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
- Build strong relationships with key customer stakeholders to restore confidence and trust during escalations
- Proactively communicate status updates and resolution plans to customers and internal teams
- Ensure customer feedback from escalations is documented and shared with relevant stakeholders
- Gain a deep understanding of Ping’s products and services to effectively address technical issues
- Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies
- Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures
- Track and report on key metrics such as escalation response times, resolution, and customer satisfaction scores
- On-call may be a requirement for this position in the future
Requirements:
- 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in B2B SaaS (bonus points for cybersecurity)
- Proven track record of managing critical incidents and resolving high-impact customer issues
- Exceptional communication skills with experience communicating regularly with executive-level management
- Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
- Ability to quickly establish trust and to influence others, both internally and externally
- Ability to handle conflict and drive agreement on decisions for which conflicting opinions and inputs exist
- Strong data-driven decision making skills, and process-oriented mindset
- Ability to identify risks and dependencies and put plans in place to mitigate them
- Adaptability, flexibility, and the conviction to “do the right thing” by keeping a customer-centric mentality at all times
- Familiarity with support related tools such as Salesforce Service Cloud, Jira, and Slack
Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
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