Case Escalation Manager
Core
Manage high-visibility escalations for critical customer issues jeopardizing business relationships, coordinating cross-functional teams to resolve complex technical challenges.
Role type
Senior IC Case Escalation Manager
Builds
Resolution plans and action items for escalated customer incidents
Domain
Enterprise Data Security & Storage
Deliverable
client delivery
Required skills
Escalation management, incident management, cross-functional coordination, executive communication, end-to-end problem solving, data center/storage/networking/virtualization knowledge
Preferred skills
Technical account management, engineering, customer support, program/project management
Technologies
Data Center, Storage, Networking, Virtualization
Responsibilities
Triage and assign ownership for escalated customer issues; lead cross-functional teams to execute resolution plans; communicate status to executives, sales, and customers; ensure adherence to SLAs; identify systemic issues to prevent recurrence; maintain product knowledge
Seniority
Senior, hands-on IC