Escalation Manager

Do you want to be part of a dynamic team and truly want to make a difference within Ultimate Software? Then, the Customer Resolution team is for you! This team’s focus is to prevent customer escalations by trending and managing customer exceptions; thereby, improving our customer’s experience.

This role, under Development’s Customer Resolution team and reporting to Director, Customer Resolution, is responsible for providing Proactive Monitoring and Customer Escalation Management and in support of our customers with their Cloud and product needs. This role will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity. The Escalation Manager will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve customer satisfaction.

Ultimate is ranked #1 in FORTUNE’s Best Places to Work in Technology for 2016 and #15 for 100 “Best Places to Work For in 2016.” This is the 5th year in a row we have been ranked on FORTUNE’s list. We were #21 in 2015, #20 in 2014, and #9 in 2013. Ultimate is also ranked #5 on the inaugural list of “100 Best Workplaces for Millennials” and #8 on Forbes magazine’s 2016 list of the “Most Innovative Growth Companies.”

Primary Responsibilities: (other duties may be assigned)

  • Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
  • Ensure customer escalations are resolved within agreed upon timelines
  • Reduce escalation volume
  • Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
  • Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources
  • Prepare and distribute weekly recap reports of all Services and Development Escalations
  • Support leadership in strategic, business, and operational planning

Requirements:

  • Minimum of 5 years’ experience in providing complex SaaS Customer Support, management, and/or supervision
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
  • Proven track record of working collaboratively to improve the customer’s experience
  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
  • Able to manage relationships with peers and managers as it relates to support and services
  • Ability to navigate complexity and create collaborative, cross-functional solutions
  • Strong communication, presentation, and relationship management skills
  • Able to translate complex issues in an understandable, organized way
  • Working knowledge of Human Resources and Payroll systems
  • Knowledge of CRM tools, preferably Salesforce
  • Good working knowledge of MS-Office and Reporting tools

Education/Certification/License: BS or BA

Travel Requirement: Up to 20%


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