Escalation Manager (APJ)

Published: Monday, 05 September 2022

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Our client has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia.

Role
  • Reporting to Snr Director, Service Delivery, you will act as the technical and management liaison between customers and Technical Support and Engineering Escalations, as well as other corporate resources including Sales and Marketing.

Scope
  • You will be point of contact for both pre and post-sales escalation issues
  • You will be responsible for facilitating communication with partners, customers, sales offices (both regional and HQ).

Primary responsibilities 
  • You will be coordination of communications among all these units, tracking and communicating all regional escalations, driving issues through to resolution, identifying trends, performing post-action reviews, root cause analysis, and implementing preventive and corrective actions. You will regularly interact with senior members of the Global Support Management Team, as well as with senior members of the Sales and Engineering teams.
  • Once engaged, you will be primary representative for technical support organization for all things related to the escalation and coordinating communication and progress updates for support for customers, partners and  Sales.
  • Responsible for managing critical escalations from initial report to closure including  delivering and reviewing root cause analysis Root Cause Analysis
  • Advocate customer needs/issues cross-organizations, ensure the customer's voice is heard, develop and maintain strong relationships with clients and understand client processes, teams, and environment to expedite engagement and time to resolution.
  • Manage customer escalations, take ownership of a crisis from beginning to end while working with cross-functional teams to ensure appropriate resources have been engaged to resolve the issue and deliver any follow-through actions.
  • Proactively identify product defects and drive visibility through the engineering org in order to ensure resolution to critical issues are prioritized.
Requirements
  • Minimum of 7 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
  • Customer focused, understanding the customer requirements and delivering on commitments while working with field teams, Global Service Account Managers and backend resources
  • Must be fluent in English; bilingual in English and either Cantonese, Mandarin, or Japanese a plus
  • Strong written, verbal and presentation skills including the ability to deliver technical RCA documents.
  • Able to multitask with a strong sense of urgency and be available to manage crisis situations outside of normal working hours.
  • Remain calm in highly stressful situations and commitment to problem-solving with the customer being the prime focus with engagements with major accounts at all levels
  • Potential travel to client locations

Compensation
Annual Base salary + 20% KPI bonus + equities + discounted share purchase program

 


General CV submission 


 

Country: Singapore
Employment Type: Full time
Salary: Open