Escalation Manager

Demonstrated understanding of enterprise software implementations, SaaS technologies, and SDLC.
Ensure customer success and value realization by owning consistent, effective, and efficient resolution on critical escalations
Develop, drive, and gain consensus on attainable remediation plans for technical escalations with clearly documented action plans and clear and consistent communication both internally and externally
Ensure quality, cost-effective critical incident and escalation management delivery through continuous process and service improvement, balancing the needs of all stakeholders
Drive continuous improvement in customer issue handling and resolution, mentoring on issue deconstruction and analysis
Participate and provide data to weekly regional Technical Escalation meetings
Build reports, data, metrics, dashboards, and presentations concerning the escalation process
Lead weekly technical and account level escalation meetings
Governance and adherence of Incident Reports (IR) and Root Cause Analysis (RCA) creation and delivery to customers within SLA
Recognized by client facing teams as an expert in managing difficult/complex client situations.
Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions.