Cleo · 2 days ago

Escalation Manager

Remote - USA

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Serve as a point of escalation for customers and ensure proper resources are engaged for prompt action and adequate traction. Aided with coordinating customer meetings when necessary.

Monitor queues and work with the team to ensure escalated cases are worked within the required SLAs. Track the progress of customer-initiated tickets and focus on follow-up requirements.

Oversee implementation handoffs from Professional Services to Support by supplying guidance and direction.

Verify that all requirements, details, sample data, and other supporting documentation are supplied when escalating issues for further investigation.

Analyze escalation volumes, coordinate reviews, communicate resulting actions, and supply constructive feedback to the Support management team for process improvements.

Excellent communication and interpersonal skills across various business and technical levels, including Support, Professional Services, and Product Development.

Build solid, long-term customer relationships and generate happy, referenceable customers.

Continually refine/improve strategy to deliver Cleo-quality support.

Supply input on user technology and application needs and requirements.

Perform more duties as assigned.

Qualification

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Technical Support ManagementCloud Environment ExperienceCustomer Relationship Management