Customer Escalations Manager

Join us at Entrust At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

The Customer Escalations team strives to put the Customer first. As a member of the team you’ll be managing reported Escalations, driving them to solution and ensuring satisfaction. There is a wide array of what an Escalation can be but they will all have a measured impact to our Customers, what is reported by one Customer may affect many others and recognising the impact of Escalations is a key differentiator.

Day to day you’ll be managing your workload of Escalations by triaging the ask using your deep understanding of the Identity Verification product. Then working Cross-functionally with Sales, Product, Engineering, Customer Support & Success, aligning these teams towards recognising the need, prioritising the impact and coordinating their efforts. We’ll expect you to be someone that has strong interpersonal skills, works effectively with others, has a drive for detail, is able to understand both the Customer and Business needs.

• Follow team processes to manage Customer Escalations by overseeing their planning, execution, and ensuring the delivery of high-quality outcomes
• Lead Cross-functional meetings with stakeholders to ensure alignment on project objectives and progress
• Keep Business Leaders aware of Critical Customer Escalations through regular meetings at our Decision Forum
• Build a breadth of knowledge on what Identity Verifications is, how our Customers use it and what Products we have to support them
• Work within SLAs to get snappy decisions and ensure our Customers are kept in the loop
• Drive decision making through prioritisation using data and Commercial outcomes to influence Product team roadmaps
• You will help enhance escalation management processes and maintain accurate documentation

• At least 5 years of experience in a customer support, project management or escalation management role
• Strong project management skills to handle escalations as mini-projects
• Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation
• Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment
• Strong organizational and planning skills, with a focus on attention to detail and accuracy
• Empathy, and the desire to help others
• Fluent spoken and written English

• Experience managing and resolving escalated mission-critical issues
• Technical background
• Familiarity with an Agile environment
• Experience with Jira, Salesforce Service Cloud, Looker #LI-CV

• Career Growth:
  Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
• Flexibility:
  Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
• Collaborat…