Workday’s customer base continues to grow as does the need for continued and excellent customer support. Our Technical Escalation Manager will be focused on improving customer satisfaction and time to resolution for escalated issues around the globe. 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 Technical Escalation Manager will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve customer satisfaction.
Be single point of contact for global teams on escalated issues.
Take an ownership role on escalating critical customer issues and help drive through resolution ensuring critical client SLAs are met.
Assist global teams in troubleshooting and defining action plans to bring support issues to resolution.
Ensure the customer’s voice is heard throughout the support process.
Provide regular updates to internal and external stakeholders as well as executive leadership.
Set correct expectations and drive relief and resolution through effective communication.
Ability to translate technical concepts to peers, management, leadership and customers.
Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams.
Track, analyze trends, and create reports on escalated issues.
Reduce escalation volume.
Required Skills / Experience:
Five or more years of experience in a technical department in a software company, ERP or SaaS.
Proven ability to collaborate and build strong relationships with customers.
Proven ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
Proven ability to engage across corporate functions (Services, Product Management, Development, QA, Operations).
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
Proven 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
· Bachelor degree required, at a minimum. Business or technical degree preferred.
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