Media Insights Manager – Channel Performance and Demand Creation
DIRECTV
SQLTableau
Escalation Manager
Content Conspiracy
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $130,500 - $150,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudCyber Security
About the role
- Act as the primary point of contact for all customer escalations, ensuring timely and satisfactory resolution
- Facilitate any high priority incidents and act as the primary customer contact
- Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts
- 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
- Analyse 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
- Participate in on-call rotations as required
Requirements
- 5+ years of experience in an enterprise technical support organization
- At least 2 years managing escalations, preferably in cybersecurity
- Proven track record of resolving high-impact customer issues and managing critical incidents
- Exceptional communication skills with experience communicating with executive-level management
- Understanding of SaaS organizational and operational constructs (Product, Engineering, Support, Customer Success, Sales, Professional Services)
- Ability to quickly establish trust and influence internally and externally
- Ability to handle conflict and drive agreement among stakeholders
- Strong data-driven decision making skills and process-oriented mindset
- Knowledge of Lean, Six Sigma, and continuous improvement approaches
- Ability to identify risks and dependencies and implement mitigation plans
- Adaptability, flexibility and a customer-centric mentality
- Familiarity with support-related tools such as Salesforce Service Cloud and Jira
- On-call may be a requirement
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
- Flexible, collaborative work environment
- Employee Resource Groups
- Regular company and team bonding events
- Global volunteering and community initiatives
- Competitive benefits and perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportescalation managementincident resolutiondata-driven decision makingLeanSix Sigmacontinuous improvement
Soft skills
communicationrelationship buildingconflict resolutiontrust establishmentinfluenceadaptabilityflexibilitycustomer-centric mentality
