DealHub is a customer-focused company, and as our rapid growth continues, we are seeking for a CSM Escalation Manager to help scale the growth of our Global CSM team and provide the highest standard of customer relations. What Youll Do
* Responsible for managing a small number of long-running, high-impact escalations as well as P0
* Mapping all customer points of contact and their role in the escalation
* Setting and resetting customer expectations on status and timelines
* Determining, alongside Engineering subject matter experts, who will need to be involved in order to resolve the escalation
* Obtaining the commitment of Engineering and Field leadership to dedicate the agreed-upon resources to the resolution of the escalation
* Organizing internal calls with DealHub personnel to ensure awareness and synchronization of our efforts to resolve the escalation
* Organizing customer calls and DealHub attendance of those calls
* Determining the necessary cadence of communication with the escalated customer and ensuring we follow that cadence
* Ensuring that our Follow-the-Sun model is effectively and consistently utilized to resolve managed escalations
* Developing and sending regular (textual) executive summaries to internal stakeholders, including members of the executive team as necessary, until escalation is resolved
* Ensuring timely delivery of all DealHub commitments to customers and internal stakeholders, along with other DealHub managers, and actively communicating any deliverables that slip schedule
* Deliver timely and high quality incident resolution focused on root cause analysis, prevention, and knowledge transfer of learnings from the issue
* Identify, manage and record escalation trends
* Onsite customer visits as required
Requirements: What You Have
* 2+ years of Escalation Manager experience in a SaaS B2B Company
* English at mother-tongue level must
* Background and experience in technical customer-facing roles (Technical support/Technical account management).
* Comprehensive understanding of technical issues, both at micro and macro levels
* Strong presentation skills
* Excellent people skills
* Excellent communication skills, including negotiation and objection handling skills.
* Team player mindset with proven ability to lead through influence
* Bachelor's degree in Information System Engineering / Computer Science
* Analytical skills, creative thinking, and customer understanding.
* Ability to effectively lead and work with cross-functional teams.
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