WEKA · 10 hours ago

Escalation Support Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$125K/yr - $195K/yr

10+ years exp

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Artificial Intelligence (AI)Cloud Storage

Comp. & Benefits

No H1B

U.S. Citizen Only

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Responsibilities

Act as the primary point of contact for customers who have had critical issues, ensuring flawless execution of ‘Get Well’ plans and comprehensive follow-ups with internal and external stakeholders.

Provide regular updates to customers regarding the status of their Get Well plan after critical incidents and logging in Salesforce.

Own critical escalations from initial report to closure, including delivering and reviewing root cause analyses

Participate in Proactive initiatives that help insure the best WEKA experience.

Proactively monitor and follow up on outstanding escalated customer issues to ensure timely resolution with WEKA’s Global customer base.

Collaborate with cross-functional teams to address and resolve customer concerns.

Clearly and concisely communicate technical solutions to customers, both verbally and in writing.

Escalate issues to appropriate internal teams when necessary, ensuring a swift and coordinated response.

Collaborate with management to develop and implement strategies for preventing future critical issues.

Advocate for customer needs across departments, ensuring their voice is heard. Build and maintain strong client relationships, understanding their processes, teams, and environment to expedite engagement and resolution times.

Maintain accurate and detailed records of customer interactions and issue resolutions via Salesforce, Jira and Notion.

Provide feedback and recommendations on how to improve the product in supportability, serviceability and usability.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer-facing experienceTechnical Account ManagementStorageLinuxPublic CloudsCross-functional project managementSalesforceJiraNotionOwnership mentality