Snowflake10 дней назад
Manager, Escalation Management
Зарплата не указана
Полная занятостьУдалёнка
Обязанности
- 01Have global team responsibility to deliver excellent customer care and support in a 24x7x365 SaaS environment
- 02Perform case quality reviews and coach team members toward driving improved customer experience
- 03Foster and grow relationships across product and engineering functions for knowledge building, escalation engagement, new feature readiness, and product feedback
- 04Establish good working relationships with customer-facing teams (sales, support account management, professional services, etc)
- 05Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement
- 06Be the agent of change for new business processes, technology, and transformation
- 07Lead by example to cultivate and maintain a culture built on teamwork and collaboration
- 08Manage to the organizational and departmental objectives
- 09Establish and implement relevant metrics and measures for success
- 10Build future-proof processes and automation to enable scale across teams and products
- 11Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable
- 12Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365
- 13Responsible for engaging and managing escalations to a minimum of 30% of their time
- 14Promote continuous improvement based on data-driven conversations
- 15Leverage metrics to make strategic decisions, concentrating on results
- 16Deliver scheduled updates to internal and external stakeholders, including C-level individuals
Требования
- 01B.S. or M.S degree in CS, MIS or equivalent discipline
- 026+ years of technical support and service management experience; 2+ years in a supervisory role is required
- 033+ years of experience in a customer-facing role managing either escalations or incidents
- 04Experience managing Enterprise support in a large and complex environment in a web-based service and technology
- 05A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- 06Proven capability of delivering on departmental goals and key metrics
- 07Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal
- 08Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
- 09A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards
- 10Strong analytical and problem-solving skills
- 11Strong technical aptitude and excellent communication and negotiation skills, both oral and written
- 12Ability to adapt, to be flexible, and to learn quickly in a dynamic environment
- 13Excellent teaming skills and the ability to work with virtual and global cross-functional teams
Условия
- 0124x7x365 SaaS environment
- 02Global team responsibility