Escalation Manager
Saviynt
full-time
Posted on:
Location Type: Hybrid
Location: Bengaluru • 🇮🇳 India
Visit company websiteJob Level
SeniorLead
About the role
- Leading, planning, and managing the resolution of technical problems with serious consequences to Saviynt and our customers.
- Drive the internal Escalation Management, including focus on proactively preventing escalations and complete ownership of open escalations.
- Execute the Critical Situation Process, including aligning with leadership internally and externally.
- Interface with customer executive, business leadership, and technical contacts regularly to discuss technical issues and improve customer sentiment.
- Coordinate with peer managers worldwide on resources, issues, and ownership
- Partner across a global team to hand-off high priority issues aligned with customer Support entitlements.
- Identify areas of improvement to prevent escalations, uplevel escalation handling, and related efficiency.
- Identify areas of opportunity for reducing escalations via Knowledge Centric support, Training L2 teams via requisite tools.
- Provide feedback on escalation processes along with suggestions to minimize customer impact and shorten time to resolution.
- Manage technical projects as assigned.
- Work with cross-organizational teams; build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt.
- Negotiate and influence skillfully with cross-functional groups to resolve key issues
- Contribute to the Focus accounts Program to improve customer health and prevent impact to the Saviynt business.
Requirements
- 7+ years related work experience (e.g., combination of working in an enterprise support role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
- 3+ years of experience managing global escalation processes
- Iterative mentality – start with the 80% solution and improve over time.
- Strong Problem/Incident/Recovery management foundations.
- Critical thinking skills to derive upstream causes for escalation and iterate improvement suggestions consistently
- Demonstrated ability to remain “cool, calm, and collected” during a crisis and relentlessly prioritize based on business impact.
- Ability to combine negotiation and resource management skills with a solid understanding of support delivery processes.
- Flexibility, integrity, and creative problem-solving skills are a pre-requisite to be successful in this role.
- Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization to align a range of stakeholders on priorities, timing, and output.
- A team player who is influential and builds good working relationships across all functions and across all geographic regions.
- Sound judgment and ability to make decisions, with consideration of all alternatives and risks.
- Ability to work and coordinate priorities well under pressure.
- A track record of meeting complex stakeholder needs under tight timelines and resource constraints
- Technical depth to enable collaboration with our Product and Development teams along with an ability to present complex technology concepts to Senior executives in an understandable way.
- Ability to multi-task and meticulously manage competing priorities coming from a diverse group of senior executives
- Ability to think and work independently, solve problems, and develop recommendations
- Ability and flexibility to cover the business and drive customer experience in a variety of shift timings, including some weekends.
- Working knowledge of support management processes and tools in a high-tech software company.
- Expertise in Salesforce and FreshService reporting and dashboards
- Familiarity in leveraging Support Logic is a plus.
- A results-oriented individual with a background in a technical support, customer service environment.
- Manage processes across organizational boundaries, collaborating with functional managers worldwide.
Benefits
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
problem managementincident managementrecovery managementproject managementdata analysistechnical consultingbusiness process operationsproduct managementcritical thinkingnegotiation
Soft skills
communicationinterpersonal skillsflexibilitycreative problem-solvingteam playersound judgmentability to prioritizeability to work under pressureinfluencerelationship building