Senior Critical Escalation Manager

1 month ago

Oakland, California, United States Clari Full time

Clari's Revenue platform gives forecasting accuracy and visibility from the sales rep to the board room on revenue performance - helping them spot revenue leak to answer if they will meet, beat, or miss their sales goals. With insights like this, no wonder leading companies worldwide, including Okta, Adobe, Workday, and Zoom use Clari to drive revenue accuracy and precision. We never get tired of our customers singing our praises because it fuels us to help them continue to achieve remarkable. The next generation of revenue excellence is you ready to achieve remarkable with us?

About the Team

The Customer Success team works directly with our customers across the entire customer journey, from the initial discovery process through implementation to renewal and expansion. Our team comprises product, process, and strategy experts, including customer service, customer success, customer education, and customer support.

About the Role

We seek a strategic leader for our Global Customer Support team to establish and lead Clari's new Critical Escalation Management function. This role focuses on helping customers achieve their business goals through outstanding support during critical times. The leader will collaborate with senior and executive leaders across Clari and with Enterprise customer accounts to enhance value and retention.

This hire will operationalize the function from scratch, creating playbooks, establishing cross-functional relationships, defining success metrics, and scaling the function from an individual contributor to a team leader. This is ideal for an experienced leader looking to build a business-critical function from the ground up.

This is a fully remote opportunity but is preferred to be worked from the West time zone.

Responsibilities

  • Have global responsibility to deliver excellent customer care and support in a 24x7x365 SaaS environment
  • Maintain a positive attitude, steer difficult situations diplomatically, and use data-driven decisions to enhance quality and efficiency
  • Build strong relationships across product and engineering for knowledge sharing and feedback, and establish good working relationships with customer-facing teams
  • Assess and evaluate processes, technology, and team skill sets to identify gaps, areas to improve, and opportunities for advancement
  • Be the agent of change for new business processes, technology, and transformation
  • Manage to the organizational and departmental objectives
  • Establish and implement relevant metrics and measures for success
  • Build future-proof processes and automation to enable scale across teams and products
  • Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
  • Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Qualifications

  • 10+ years of technical support and service management experience; supervisory experience is a plus
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology
  • A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
  • Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
  • Strong analytical and problem-solving skills
  • Strong technical aptitude and excellent communication and negotiation skills, both oral and written
  • Passion for delivering an outstanding customer experience
  • Experience with Salesforce, Jira, Atlassian (Confluence) and Slack is a plus

Perks and Benefits @ Clari

  • Remote-first with opportunities to work and celebrate in person
  • Medical, dental, vision, short & long-term disability, Life insurance, and EAP
  • Mental health support provided by Modern Health
  • Pre-IPO stock options
  • Well-being and professional development stipends
  • Retirement 401(k) plan
  • 100% paid parental leave, plus fertility and family planning support provided by Maven
  • Discretionary paid time off, monthly 'take a break' days, and Focus Fridays
  • Focus on culture: Charitable giving match, plus in-person and virtual events

It is Clari's intent to pay all Clarians competitive wages and salaries that are motivational, fair, and equitable. The goal of Clari's compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay and grow at Clari.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to specific work location, skill set, depth of experience, education and certifications.

The salary range for this position is $150,000 to $225,000. The compensation package for this position also includes stock options and company-paid benefits, including well-being and professional development stipends.

#BI-Remote

#LI-Remote

You'll often hear our CEO talk about being remarkable. To Clari, remarkable means many things. We believe in providing interesting and meaningful work in a supportive and inclusive environment - free from discrimination for everyone without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.

Clari focuses on culture add, not culture fit, and believe we are made stronger by what makes you unique. If you are passionate about learning and excited about what we are doing, then we want to hear from you

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