Pune, IND
19 days ago
Escalation Manager
**Escalation Manager – Global Customer Support** **Job Description:** The Escalation Manager in Customer Support is a pivotal role focused on handling critical situations for the customers that require a higher level of attention and expertise. The Escalation Manager’s primary responsibility is to provide immediate assistance for urgent customer concerns, acting as a bridge between the support team, customer, and various Cornerstone stakeholders . This individual will oversee the escalation triage process and work collaboratively with various internal teams to address and resolve complex customer support situations. **In this role you will..** + Manage critical situations from initial contactthrough resolution, ensuring a high level of customer satisfaction andexperience. + Act as a point of escalation for support teammembers when they encounter complex or sensitive customer issues that require ahigher level of intervention. + Collaborate with the technical support,product, and engineering teams to coordinate the appropriate resourcesnecessary to resolve escalated problems. + Provide regular updates to customers as wellas internal executive leadership on the status of their issues, maintainingtransparency and building trust through proactive communication. + From time to time, manage support health ofstrategic accounts to contribute towards customer retention and upsellopportunities. + Analyze patterns and trends in escalations torecognize systemic issues and collaborate with the relevant departments toimplement long-term solutions. + Document all aspects of the escalationprocess, including customer interactions, steps taken towards resolution, and lessonslearned post-resolution. + In the spirit of continuous processimprovement share feedback to all relevant internal teams with lessons learnedafter the Critical Escalation is closed. + Represent the voice of the customer within theorganization, providing insights and feedback to help shape productimprovements and customer support enhancements. + Provide coaching and training to customersupport staff on escalation procedures and best practices for handlingdifficult customer situations. **You’veGot What It Takes If You Have…** + Bachelor's degree or equivalent practicalexperience in a related field. + 7 Years Experience in customer service, support, or asimilar role with a track record of effectively handling escalations. + Strong leadership skills and the ability tomake quick decisions in high-pressure situations. + Exceptional communication and interpersonalskills, capable of engaging with customers and internal teams at all levels. + Excellent analytical and problem-solvingskills, with the ability to think strategically about customer issues and theoverall impact on the business. + Experience coordinating cross-functionalefforts to resolve complex issues in a timely manner. + Knowledge of customer support technologies,CRM systems, and support ticketing platforms. + Familiarity with technical concepts such asAWS, REST/SOAP APIs, DB Query executions etc. Splunk log analysis etc. + A customer-oriented mindset with a passion fordelivering exceptional customer experiences. + Project Management skills coupled with a highvelocity execution style. + A sense of urgency and persistence coupledwith a calm and empathetic demeanor. + Proven ability to influence stakeholders fromvarious teams including customer teams, build consensus and deploy win-winsolutions to address critical problems. + The Escalation Manager - Customer Support isessential in managing customer expectations, reducing churn, and ensuring thehighest quality of support during critical times. + This role demands excellentjudgement, strong customer advocacy, and the ability to maintain grace underpressure while navigating the challenges of complex support situations. \#LI-Onsite Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com
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