AppD Escalation Manager

  • Location:
    San Francisco, California, US
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
    Software Development, Testing
  • Job Id
The Escalation Manager will be responsible to lead and manage complex customer issues and situations driving them to resolution, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction. The ideal candidate will have proven ability to communicate effectively in high-pressure situations, work on and lead cross-functional teams such as Support and Operations, Services, Engineering and Product Management. S/he shall be a forward-thinking problem solver with a solutions-oriented mindset and with a potential to deeply understand the impact of technical challenges. In addition, s/he shall have strong communication skills to clearly articulate high level technical solutions and drive technical decisions to solve challenging technical and business problems. 

·       Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customer and internal key stakeholders.

  • ·        Serves as the single point of contact for global teams on complex escalated issues.
  • ·        Report and escalate efforts to resolve complex customer experience problems
  • ·        Lead support response both with the customer and internally to key stakeholders and senior leadership.
  • ·        Provide process improvement recommendations for improving customer experience
  • ·        Analyze escalation trends and produce strategic recommendations to proactively address systemic issues
  • ·        Review and refine Escalation Management process, protocols, dashboards and run-books
  • ·        Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.
  • ·        Work as one member of a global team. Be able & willing to assist in work originating in other regions and be open to handing off your work to your team members for follow-the-sun issues.
  • ·        Engage with cross-functional and geographically diverse teams to develop and execute action plans while addressing critical situations.
  • ·        Lead the communication to customers and internal stakeholders during SaaS Incidents & Outages

Required Qualifications

·        7+ years account management, project management, escalation management and/or technical support experience

·        Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at AppD

·        Ability to effectively prioritize and execute tasks in a high-pressure environment

·        Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams

·        Proven knowledge of Escalations Management frameworks

·        Negotiation, mediation and conflict management skills.

·        Occasional weekend work as the business requires

Nice to have

·        Knowledge of software development lifecycle

·        Bachelor's degree in Computer Science, MIS/CIS (or equivalent)

·        Strong financial and business sense, critical thinking, decision-making abilities

·        Fundamental working knowledge/overview of Appdynamics products or any APM product