Technical Escalation Manager

The Technical Escalation Manager is responsible for case escalations from the Customer-facing teams to our Product organization. To be successful in this role, you must possess strong inter-departmental skills to ensure the features being advocated for are the right ones for our customers.   

 

Key Accountabilities: 

• Triangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests 

• Replicate and document cases in an actionable and succinct manner  

• Assist in assigning prioritization for technical issues, requests, and bugs 

• Case grooming: Provide context and further documentation around support issues 

• Serve as a resource for Support Members to engage with Customers and provide context around product cases (defects and feature requests) 

• Proactive with communicating case updates and manage expectations around delivery 

• Meet targets set for response time, resolution time, and customer satisfaction. 

 

Desired Skills and Experience: 

• 2+ years in the ABA space with domain around Clinical and Practice Management  

• 1+ years experience in a B2B SaaS company 

• Analytical and process-oriented mindset 

• Clear, effective and communication skills 

• Ability to prioritize work and shift priorities as needed to meet deadlines 

• Strong communication and presentation skills 

• Ability to work in fast-paced, team environment with a high sense of urgency 

• Excellent organizational skills 

• Ability to diagnose, recreate an issue  

• Strong empathy for customers, comfortable acting as the customer’s voice internally to support and other departments  

• Ability to build cross-functional relationships 

• Positive and professional demeanor  

• Highly organized with superb attention to detail  

• Proven ability to work in an ever-changing environment  

• Ability to communicate clearly and concisely, verbally and in writing  

• Exercise sound judgment and work successfully with all employee levels, regardless of background  

• Collaboration and team-oriented mindset 

• Be comfortable working in a distributed, semi-virtual environment  

• Be able to take minimal direction from others and provide maximal output for yourself (and others) 

#LI-Hybrid