Escalation Manager

The Escalation Manager role functions as a specialized resource within the Professional Services and Support organizations dedicated to managing processes, programs, and resources for customers and building trust with them. He/she is also responsible to ensure critical technical issues are resolved in a timely manner for all Calabrio customers and partners. This senior position is considered a critical role in creating an environment of proactive, preventative programs and actions to improve Calabrio Services and to drive Customer Success.
What you'll be doing
Manager of key customer programs to include but not limited to:
Proactive maintenance activities and coordination of Subject Matter Experts or other resources needed for strategic accounts designated by Calabrio's executive team
Manage critical customer situations, including internal and external communications, schedules, calls, and action items.

Manage Higher Level Services issues:
Support of on-call team for escalated situations.
Assist with action plans and next steps for escalated cases.

Improve operations within Calabrio Professional Services and Support Services:
Educate and guide engineers, customers, and partners on proper procedures, configurations, and technical considerations.
Analyze frequent root causes and level of effort in resolving cases to identify opportunities of continuous improvements to enhance the customer experience.
Proactively monitor customer cases for possible escalations and trends.
Broaden team's "environmental" exposure for new technologies and improved diagnostic methods.
Mentoring team on process and product.
Work with management to implement standards and processes.
Liaison between support groups, development and other internal teams as identified.
Keep necessary services teams informed with status, meeting schedules and action plans.

Requirements
5+ years of customer service experience
Industry knowledge relevant to WFO/contact center technologies and environments is preferable
Four-year technical degree, with a business/management focus
Experience as a senior project manager or people manager
Ability to drive continuous improvement and utilize LEAN methodology
Excellent troubleshooting and analytical skills
Able to manage difficult and stressful customer situations
Must possess attention to detail and a sense of urgency
Capable of simultaneously managing several tasks