Escalation Manager

1 week ago


Annapolis, Maryland, United States Cleo Full time
Job Title: Escalation Manager

Cleo is a cloud integration technology company focused on delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications.

Job Summary:

The Escalation Manager is a highly motivated professional responsible for overseeing escalation management procedures through collaboration and adherence to processes, procedures, and guidelines.

Key Responsibilities:
  • Serve as a point of escalation for customers and ensure proper resources are engaged for prompt action and adequate traction, coordinating customer meetings when necessary.
  • Monitor queues and work with the team to ensure escalated cases are worked within the required SLAs, tracking the progress of customer-initiated tickets and focusing on follow-up requirements.
  • Oversee implementation handoffs from Professional Services to Support by supplying guidance and direction.
  • Verify that all requirements, details, sample data, and other supporting documentation are supplied when escalating issues for further investigation.
  • Analyze escalation volumes, coordinate reviews, communicate resulting actions, and supply constructive feedback to the Support management team for process improvements.
  • Build solid, long-term customer relationships and generate happy, referenceable customers.
  • Continually refine/improve strategy to deliver Cleo-quality support.
  • Supply input on user technology and application needs and requirements.
Requirements:
  • 3+ years managing a technical support team in a cloud environment or comparable industry.
What We Offer:
  • Competitive compensation
  • Great Healthcare + Dental + Vision
  • Flexible PTO
  • Culture of support, encouraging Life-Work balance
  • FSA and HSA options
  • Employee Assistance Program
  • Representing a company with 4,000+ clients and a 99% retention rate
  • Accelerated title and salary growth potential
  • A fun and energetic work environment that makes you excited to go to work every day

Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.


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