Support Escalation Manager

vor 2 Wochen

Wien, Österreich Tricentis Vollzeit

Our Support Escalation Manager is a team member of our global Escalation management group, overseeing the process in EMEA region. The key focus of our escalation process at Tricentis is to identify opportunities to reduce the risk of future escalations and implement detection and mitigation strategies.

Our Support Escalation Manager will develop practices to enable early detection and prevention of customer escalations; Take ownership of difficult customer situations and predict a potential escalation before it arrives; Classify different escalation types and build a database of past events to learn and prevent future escalations.

This role will help to constantly improve escalation process and tools, manage the resolution of customer’s critical issues by developing a success-driven plan and leading a cross-functional virtual team, Customer Success, Services, Account Management Product and Support.

Primary Responsibilities: (other duties may be assigned)
- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
- Ensure customer escalations are resolved, process change ideas are implemented, and influence others towards action and change
- Reduce escalations volume by analyzing resolved escalations and driving proactive measures across different departments
- Identify areas for improvements by developing and leveraging dashboards to proactively monitor trends in customer escalations and use data to recommend technical and/or business process changes
- Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources
- Work with customers to test and confirm effectiveness of remediated solutions

**Requirements**:

- Minimum of 3 years’ experience in leading complex SaaS Customer Support or Escalation functions
- Analyze data to find trends and identify root cause
- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
- Ability to translate technical concepts to management, leadership and customers
- Drive to find solutions to all sorts of challenges, whether they be technical challenges, organizational challenges, or personal challenges
- Proven track record of working collaboratively to improve the customer’s experience
- Ability to develop collaborative relationships with customers and peers
- Demonstrate strong interpersonal and communication skills while working with diverse audiences
- Ability to navigate complexity and create collaborative, cross-functional solutions
- Strong communication, presentation, and relationship management skills
- Able to translate complex issues in an understandable, organized way
- Knowledge of CRM tools, preferably ServiceNow & Salesforce

Our Package- Flexible working hours- Salary plus bonus- Professional & personal development

Minimum annual gross salary from €59.672;
- is planned for this position. Willingness to overpay is given (based on qualification).

In addition, a performance-related and attractive bonus is offered.

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran.

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