Escalation Manager

Who you are

You have a strong background in managing customer escalations, with at least 5 years of experience in a technical support or customer service environment. Your expertise in Salesforce and FreshService reporting and dashboards allows you to effectively track and manage critical situations. You are results-oriented and possess excellent communication skills, enabling you to interface with various levels of the organization. You thrive in high-pressure situations and are adept at coordinating efforts across multiple teams to ensure customer issues are resolved promptly.

Desirable

Familiarity with leveraging Support Logic is a plus, as it can enhance your ability to analyze escalation trends and patterns. You are a proactive individual who seeks to prevent escalations before they occur, demonstrating a commitment to improving overall customer satisfaction and retention. Your experience in a high-tech software company gives you a unique perspective on the challenges faced by customers in the industry.

What you'll do

In your role as Escalation Manager, you will be responsible for managing customer escalations and critical situations, ensuring that all events and recovery efforts are handled with the utmost urgency. You will collaborate with Saviynt's Technical Support, Engineering, and third-party vendors to resolve issues effectively. Your focus will be on unblocking customers and performing retrospectives for each escalation to derive insights that can prevent future occurrences. You will also be tasked with managing focus accounts and driving initiatives that lead to a lower case escalation rate.

You will work closely with virtual teams across the global organization, demonstrating to customers that their problems are being addressed with high levels of visibility. Your role may require you to adapt to different shift timings, including weekends, based on business needs. You will support management processes and tools, contributing to a culture of continuous improvement within the organization.

What we offer

Saviynt provides a dynamic work environment where you can make a significant impact on customer experiences. You will have the opportunity to work with a talented team dedicated to delivering exceptional service. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to enhance identity governance and administration solutions for our clients.