Escalation Manager

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience—where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

We are seeking an Escalation Manager to join our growing team. In this role, you will serve as a specialized resource within the Professional Services and Support organizations, managing critical technical escalations and driving proactive, preventative programs that enhance customer success. You will play a key role in resolving technical issues for Calabrio customers and partners while improving internal processes to deliver an outstanding customer experience.

What You’ll Be Doing (Key Responsibilities):

• Managing Key Customer Programs:
• Oversee proactive maintenance activities and coordinate Subject Matter Experts (SMEs) for strategic accounts.
• Handle critical customer escalations, ensuring timely resolution with internal and external communication management.
• Managing Higher-Level Services Issues:
• Support on-call teams during escalated situations.
• Develop and guide action plans for escalated cases.
• Participate in occasional after-hours calls when needed.
• Improving Calabrio Professional Services and Support Services Operations:
• Educate engineers, customers, and partners on best practices, configurations, and technical considerations.
• Analyze root causes and case resolution efforts to identify continuous improvement opportunities.
• Monitor customer cases for potential trends and escalations.
• Expand team knowledge on emerging technologies and diagnostic methods.
• Mentor team members on process and product expertise.
• Collaborate with management to implement and standardize processes.
• Acting as a Liaison Between Teams:
• Facilitate communication between support teams, development, and other internal groups.
• Keep necessary stakeholders informed on status updates, meeting schedules, and action plans.

Success Criteria:

• Efficiently manage escalations and critical customer situations, ensuring timely resolution and improved customer satisfaction.
• Enhance the effectiveness of Professional Services and Support Services teams by implementing process improvements and proactive monitoring.
• Strengthen collaboration across departments to improve internal knowledge sharing and customer outcomes.

Requirements

Experience & Education:

• 5+ years of customer service …