Escalation Manager

About Our Client:This organization operates within the cybersecurity and identity and access management industry. It addresses the challenge of providing secure and seamless digital experiences for users, enabling them to interact without friction or fear. Serving large enterprises globally, including over half of the Fortune 100, the company focuses on protecting digital identities through its cloud identity platform, emphasizing both technological security and a culture that respects individuality. About the Opportunity:The ESCALATION MANAGER role is crucial for maintaining customer satisfaction by managing and resolving complex technical issues escalated from customers or internal teams. This position serves as a liaison between customers, internal departments, and executive management, driving timely resolution of high-impact incidents and contributing to continuous improvement in support processes. Responsibilities:Serve as the primary contact for customer support escalations, ensuring timely resolutionFacilitate high-priority incidents and communicate effectively with customersManage communications with customers and internal executive teams during product incidentsLead cross-functional efforts to resolve issues in high-risk accountsTriage, prioritize, and assign escalations, maintaining accountabilityDevelop and implement action plans for resolution in coordination with teamsBuild and maintain strong relationships with key customer stakeholdersProvide proactive status updates and resolution plansDocument and share customer feedback from escalationsUnderstand products and services to address technical issues effectivelyAnalyze escalation trends to identify systemic problems and recommend improvementsConduct post-mortem reviews for major incidents and implement preventive measuresTrack and report on escalation metrics such as response times and customer satisfactionParticipate in on-call rotation as required Requirements:Minimum 5 years in enterprise technical support with at least 2 years managing escalations, preferably in cybersecurityProven experience resolving high-impact customer issues and managing critical incidentsExceptional communication skills, including engagement with executive managementKnowledge of SaaS organizational structures across multiple departmentsAbility to quickly build trust and influence internal and external stakeholdersConflict resolution skills and ability to drive consensusData-driven decision-making and process-oriented mindsetRisk identification and mitigation planning capabilitiesAdaptability and a customer-centric approachFamiliarity with support tools such as Salesforce Service Cloud, Jira, and Slack Pay Range and Compensation Package:$130,000 to $145,000 Benefits & Perks:Generous PTO and holiday scheduleParental leaveProgressive healthcare optionsRetirement programsEducation reimbursement opportunitiesCommuter offset in specific locations Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.