Senior Escalation Strategy Manager

2 weeks ago

Portland, Oregon, United States Clari Full time
About Clari
Clari's Revenue platform provides unparalleled forecasting accuracy and visibility from sales representatives to executive leadership, enabling organizations to identify revenue leaks and assess their ability to meet or exceed sales objectives. Our platform is trusted by leading global companies, helping them achieve remarkable results through enhanced revenue precision.
About the Customer Solutions Team
The Customer Solutions team is dedicated to guiding our clients throughout their entire journey, from initial engagement to implementation, renewal, and growth. Our team consists of experts in product, process, and strategy, including professional services, customer success, digital success, and customer support.
About the Role
We are in search of a strategic leader to spearhead Clari's new Critical Escalation Management function within our Global Customer Support team. This pivotal role is centered on assisting clients in achieving their business objectives through exceptional support during critical situations. The leader will work closely with senior and executive stakeholders across Clari and with Enterprise customer accounts to enhance value and retention.
This position involves building the function from the ground up, including the creation of playbooks, establishing cross-functional collaborations, defining success metrics, and scaling the function from an individual contributor to a team leader. This opportunity is ideal for an experienced leader eager to develop a vital business function.
Key Responsibilities
  • Oversee global delivery of outstanding customer care and support in a 24/7 SaaS environment.
  • Maintain a positive demeanor, navigate challenging situations diplomatically, and utilize data-driven insights to improve quality and efficiency.
  • Foster strong relationships across product and engineering teams for knowledge sharing and feedback, while establishing effective collaborations with customer-facing teams.
  • Evaluate processes, technology, and team capabilities to identify gaps and opportunities for enhancement.
  • Act as a change agent for new business processes, technologies, and transformations.
  • Align with organizational and departmental objectives.
  • Establish and implement relevant metrics and measures for success.
  • Develop scalable processes and automation to support team and product growth.
  • Ensure high-quality work in all aspects of Escalation Management, including support tickets, customer-facing Root Cause Analysis (RCA) documents, and executive briefings as necessary.
  • Provide regular updates to internal and external stakeholders, including C-level executives.
Qualifications
  • 10+ years of experience in technical support and service management; supervisory experience is advantageous.
  • Proven experience managing Enterprise support in a large, complex web-based service and technology environment.
  • A customer-centric mindset with a demonstrated ability to deliver exceptional internal and external customer care.
  • Ability to present problem resolutions, root cause analyses, and corrective actions to customer-facing teams and clients as needed.
  • Strong analytical and problem-solving capabilities.
  • Excellent technical aptitude along with strong oral and written communication and negotiation skills.
  • A passion for delivering an outstanding customer experience.
  • Familiarity with Salesforce, Jira, Atlassian (Confluence), and Slack is a plus.
Perks and Benefits at Clari
  • Remote-first work culture with opportunities for in-person celebrations.
  • Comprehensive medical, dental, vision, short & long-term disability, life insurance, and Employee Assistance Programs.
  • Mental health support provided by Modern Health.
  • Pre-IPO stock options.
  • Well-being and professional development stipends.
  • Retirement 401(k) plan.
  • Generous parental leave policy, including fertility and family planning support.
  • Flexible paid time off, monthly 'take a break' days, and Focus Fridays.
  • Commitment to culture: charitable giving match, plus in-person and virtual events.
Clari is dedicated to offering competitive compensation that is motivational, fair, and equitable. Our compensation program aims to be transparent, attract potential employees, meet the needs of current employees, and encourage growth within the company.
Actual compensation packages are tailored to each candidate based on unique factors, including work location, skill set, experience, education, and certifications.
The salary range for this position is $150,000 to $225,000, including stock options and company-paid benefits.

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