CentralReach · 4 hours ago
Technical Escalations Manager
Holmdel, NJ
Full-time
Hybrid
Mid Level
$60K/yr - $70K/yr
3+ years expCentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. The Technical Escalation Manager is responsible for managing case escalations from customer-facing teams to the Product organization, ensuring effective communication and prioritization of technical issues and requests.
ComputerNeuroscienceSoftware
Responsibilities
Triangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests
Replicate and document cases in an actionable and succinct manner
Assist in assigning prioritization for technical issues, requests, and bugs
Case grooming: Provide context and further documentation around support issues
Serve as a resource for Support Members to engage with Customers and provide context around product cases (defects and feature requests)
Proactive with communicating case updates and manage expectations around delivery
Meet targets set for response time, resolution time, and customer satisfaction
Qualification
Required
2+ years in the ABA space with domain around Clinical and Practice Management
1+ years experience in a B2B SaaS company
Analytical and process-oriented mindset
Clear, effective and communication skills
Ability to prioritize work and shift priorities as needed to meet deadlines
Strong communication and presentation skills
Ability to work in fast-paced, team environment with a high sense of urgency
Excellent organizational skills
Ability to diagnose, recreate an issue
Strong empathy for customers, comfortable acting as the customer's voice internally to support and other departments
Ability to build cross-functional relationships
Positive and professional demeanor
Highly organized with superb attention to detail
Proven ability to work in an ever-changing environment
Ability to communicate clearly and concisely, verbally and in writing
Exercise sound judgment and work successfully with all employee levels, regardless of background
Collaboration and team-oriented mindset
Be comfortable working in a distributed, semi-virtual environment
Be able to take minimal direction from others and provide maximal output for yourself (and others)
Benefits
Comprehensive health benefits
Generous PTO
401(k) matching
Paid parental leave
Hybrid work schedules
Career development support
Wellness programs
Opportunities to give back through CR Cares™
Company
CentralReach
CentralReach provides the leading Autism and IDD Care software and services platform to help children and adults diagnosed with autism and related intellectual and developmental disabilities - and those who serve them - unlock potential, achieve better outcomes, and live more independent lives.
201-500 employees
H1B Sponsorship
CentralReach has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Insight Partners
2025-03-24Acquired
2018-02-16Private Equity
Leadership Team
Chris Sullens
Chief Executive Officer
Recent News
2025-12-09
Behavioral Health Business
2025-12-03
2025-12-02
Company data provided by crunchbase