Hybrid Escalation Manager

at Saviynt

• Job title: Escalation Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bengaluru, India

About the role

• Managing global escalations and technical issues to ensure customer satisfaction at Saviynt. Leading resolution efforts and collaborating with cross-functional teams for effective problem-solving.

Responsibilities

• Leading, planning, and managing the resolution of technical problems with serious consequences to Saviynt and our customers.
• Drive the internal Escalation Management, including focus on proactively preventing escalations and complete ownership of open escalations.
• Execute the Critical Situation Process, including aligning with leadership internally and externally.
• Interface with customer executive, business leadership, and technical contacts regularly to discuss technical issues and improve customer sentiment.
• Coordinate with peer managers worldwide on resources, issues, and ownership
• Partner across a global team to hand-off high priority issues aligned with customer Support entitlements.
• Identify areas of improvement to prevent escalations, uplevel escalation handling, and related efficiency.
• Identify areas of opportunity for reducing escalations via Knowledge Centric support, Training L2 teams via requisite tools.
• Provide feedback on escalation processes along with suggestions to minimize customer impact and shorten time to resolution.
• Manage technical projects as assigned.
• Work with cross-organizational teams; build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt.
• Negotiate and influence skillfully with cross-functional groups to resolve key issues
• Contribute to the Focus accounts Program to improve customer health and prevent impact to the Saviynt business.

Requirements

• 7+ years related work experience (e.g., combination of working in an enterprise support role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
• 3+ years of experience managing global escalation processes
• Iterative mentality – start with the 80% solution and improve over time.
• Strong Problem/Incident/Recovery management foundations.
• Critical thinking skills to derive upstream causes for escalation and iterate improvement suggestions consistently
• Demonstrated ability to remain “cool, calm, and collected” during a crisis and relentlessly prioritize based on business impact.
• Ability to combine negotiation and resource management skills with a solid understanding of support delivery processes.
• Flexibility, integrity, and creative problem-solving skills are a pre-requisite to be successful in this role.
• Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization to align a range of stakeholders on priorities, timing, and output.
• A team player who is influential and builds good working relationships across all functions and across all geographic regions.
• Sound judgment and ability to make decisions, with consideration of all alternatives and risks.
• Ability to work and coordinate priorities well under pressure.
• A track record of meeting complex stakeholder needs under tight timelines and resource constraints
• Technical depth to enable collaboration with our Product and Development teams along with an ability to present complex technology concepts to Senior executives in an understandable way.
• Ability to multi-task and meticulously manage competing priorities coming from a diverse group of senior executives
• Ability to think and work independently, solve problems, and develop recommendations
• Ability and flexibility to cover the business and drive customer experience in a variety of shift timings, including some weekends.
• Working knowledge of support management processes and tools in a high-tech software company.
• Expertise in Salesforce and FreshService reporting and dashboards
• Familiarity in leveraging Support Logic is a plus.
• A results-oriented individual with a background in a technical support, customer service environment.
• Manage processes across organizational boundaries, collaborating with functional managers worldwide.

Benefits

• Flexible work arrangements
• Professional development