Escalation Manager

🕒 il y a 12 jours

🏄 California – Distant

🏄 California – Remote

💵 $130 000 - $145 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Configurer une alerte email pour les nouveaux emplois

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Ping Identity

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2002

💼 Conseil

🏥 Santé

📦 Logistique

💰 €35 000 000 Series F - Ping Identity en 2014-09

Consulting • Healthcare • Logistics

Content Conspiracy est une agence créative de copywriting et de design. L’entreprise est spécialisée dans la production d’un large éventail de contenus et de services de design qui aident les marques à se démarquer et à faire entendre leur voix. Nos prestations incluent la rédaction (copywriting) et l’édition pour divers usages tels que les rapports annuels, les brand stories et les contenus web, ainsi que des services de contenu créatif et de design comme la conception de logos et d’identités visuelles, d’infographies et de sites web. Content Conspiracy propose également des formations et des services d’Instructional Design via des ateliers sur mesure et des programmes de formation à la communication d’entreprise. Entreprise agile et 100 % remote, elle opère depuis Bengaluru, Mumbai et Boston, et accompagne une grande variété de clients à travers le monde.

Description

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution • Facilitate high-priority incidents and act as the primary customer contact • Manage communications to customers and internal executive teams during product incidents • Lead cross-functional initiatives to resolve complex issues within high-risk accounts • Triage, prioritize and assign escalations to appropriate teams while maintaining accountability • Develop and execute action plans for resolving escalated issues with cross-functional teams • Build relationships with key customer stakeholders to restore confidence and trust • Communicate status updates and resolution plans to customers and internal teams • Document and share customer feedback from escalations • Develop deep understanding of Ping’s products and services to address technical issues • Analyze escalation trends and recommend improvements to products, processes and support methodologies • Conduct post-mortem reviews for major incidents and implement preventive measures • Track and report escalation response times, resolution metrics and customer satisfaction scores • Participate in on-call coverage

🎯 Exigences

• 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity • Proven track record of resolving high-impact customer issues and managing critical incidents • Exceptional communication skills with experience in communicating regularly with executive level management • Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services • Ability to quickly establish trust and to influence others, both internally and externally • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist • Strong data-driven decision making skills, and process oriented mindset • Ability to identify risks and dependencies and put in place plans to mitigate them • Adaptability, flexibility and a customer-centric mentality • Familiarity with Salesforce Service Cloud, Jira and Slack • On-call is a requirement for this position

🏖️ Avantages

• A company culture that empowers you to do your best work • Employee Resource Groups that create a sense of belonging for everyone • Regular company and team bonding events • Competitive benefits and perks • Global volunteering and community initiatives • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations) • Flexible, collaborative work environment