Escalation Manager

We are seeking an experienced and proactive Escalations Manager to join our Global Support  Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex  technical issues escalated from our customers or internal stakeholders. You will act as the bridge  between customers, internal teams, and executive management, driving resolution and maintaining trust  with our customers while contributing to continuous improvement efforts. 

KEY RESPONSIBILITIES: 

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory  resolution 
• Facilitate any high priority incidents that occur and act as the primary point of contact to the  customer
• Manage communications to customers and internal executive teams during product incidents 
• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution.
• Triage, prioritize and assign escalations to appropriate teams while maintaining accountability 
• Develop and execute detailed action plans for resolving escalated issues, coordinating with  cross-functional teams 
• Build strong relationships with key customer stakeholders to restore confidence and trust during  escalations 
• Proactively communicate status updates and resolution plans to customers and internal teams • Ensure customer feedback from escalations is documented and shared with relevant  stakeholders 
• Gain a deep understanding of Ping’s products and services to effectively address technical  issues 
• Analyse trends in escalations to identify systemic issues and recommend improvements in  products, processes, and support methodologies 
• Conduct post-mortem reviews for major incidents, documenting lessons learned and  implementing preventive measures 
• Track and report on key metrics such as escalation response times, resolution and customer  satisfaction scores 
• On-call is a requirement for this position 

 

SKILLS AND COMPETENCIES 

• 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 the conviction to “do the right thing” by keeping a customer centric  mentality at all times 
• Familiarity with support related tools such as Salesforce Service Cloud, Jira and Slack. 

Hiring Range: 

$130,000 to $145,000

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.