Case Escalation Manager
Core
Manage high-visibility escalations for critical customer issues jeopardizing business relationships or sales opportunities, leading cross-functional teams to resolve complex challenges.
Role type
Senior IC Case Escalation Manager
Builds
Resolution plans and action items for critical customer incidents
Domain
Enterprise Data Security & Storage
Deliverable
client delivery
Required skills
Escalation management, cross-functional leadership, executive communication, analytical problem-solving, technical knowledge of data center/storage/networking/virtualization, SLA management, trend analysis
Preferred skills
AI tool utilization, Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management
Responsibilities
Drive progress and resolution of critical customer issues; Engage and lead cross-functional teams to execute action plans; Communicate issue status to executives, sales, and customers; Conduct case audits to identify trends; Ensure team adherence to action plans and SLAs; Coordinate complex customer situations; Identify systemic issues to prevent recurrence; Participate in weekly escalation review meetings
Seniority
Senior, hands-on IC
