Escalation Manager

Description

Quantum Corporation leads the world in helping users collaboratively solve some of the world's hardest computer challenges. Whether its wrangling Petabytes of data for cutting edge movie production, managing global content production workflows, exploring new sources of energy, or managing oceans of content and blending collaborative high‑speed workflows with cutting‑edge object storage, Quantum has the tools and technology to help you engineer the solution that works now—and preserves your work for decades to come.

You are applying to an exceptional team that contributes to enhancing our position as a proven global expert in data management.

Quantum Corporation leads the world in helping users collaboratively solve some of the world's hardest computer challenges. Whether its wrangling Petabytes of data for cutting edge movie production, managing global content production workflows, exploring new sources of energy, or managing oceans of content and blending collaborative high‑speed workflows with cutting‑edge object storage, Quantum has the tools and technology to help you engineer the solution that works now—and preserves your work for decades to come.

You are applying to an exceptional team that contributes to enhancing our position as a proven global expert in data management. The Escalation Manager leads the charge on resolving major customer issues, coordinating with support, engineering, and other teams to create clear action plans and keep communication on track. You own customer satisfaction throughout the process—tracking progress, preventing future escalations, and documenting everything in the CRM.

When not managing urgent cases, you focus on improving processes, monitoring case quality, checking in with customers, and helping the team stay productive. It’s a fast‑paced, collaborative role centered on keeping customers supported and driving continuous improvement.

• Manage the resolution of customer escalations and work with support teams to develop technical action plans, contingency plans and customer communication plans as needed.
• Own responsibility for customer satisfaction.
• Lead the escalation team.
• Obtain additional resources, as needed.
• Obtain customer approval for the action plan.
• Work cross‑organizationally with Engineering, Sales and other groups as required to minimize high‑impact customer situations.
• Regularly communicate the status of problem resolution efforts to the customer, as well as Quantum Executives, Senior Management, and other stakeholders.
• Prevent and manage potential high impact customer situations.
• Develop action plans based on root cause analysis.
• Involve other experts and organizations as necessary.
• Produce monthly escalation report.
• Perform root cause analysis (RCA) on recurring problem trends with customers.
• Document action plan and all communications steps within our CRM.
• Coach support staff on escalation prevention techniques including styles of customer communication.
• Review, inspect and drive improvements with the teams related to usage of call handling and other business systems.

• Follow up with customers and check satisfaction with resolution.
• When issues are found, work to determine corrective action and help with execution on the action.
• Continuously inspect, monitor and work to improve the quality of customer cases.
• Monitor customer cases that are being worked by the team and take steps to proactively address issues that aren't progressing.
• Work on process improvements to help streamline and improve efficiency and effectiveness.
• Drive productivity by helping to prioritize and distribute the workload. We welcome driven folks who want to join a growing, fast‑paced team. It is an exciting time at Quantum!

• Five or more years in technical escalation and/or Customer Experience management.
• Participate in On‑call Rotation.
• Demonstrated ability in performing in a 7x24 support environment.
• Available nights and weekends as needed for critical situations.
• Able to be on site at our Centennial, CO office Tuesday‑Thursday during core business hours (10am‑4pm…