Escalations Manager

Impartner is a global leader in the channel management sector, and we are looking for growth-minded thought leaders to PARTNER with us! Our company is #1 in our space and is accelerating away from the pack. We’re winning, and we’re having fun doing it.

The Escalations Manager is responsible for owning, managing, and resolving complex customer escalations from initial engagement through final resolution. This role requires strong communication, technical troubleshooting abilities, and cross-functional coordination with Support, Product Engineering, QA, and internal leadership. The ideal candidate excels in high pressure environments, maintains strong customer relationships, and ensures timely, clear updates throughout the escalation lifecycle. You’ll work closely with our marketing, sales, and customer success teams to ensure campaigns are executed seamlessly and our marketing systems and communications stay aligned.

• Primary Escalation Ownership :
  Serve as the main point of contact for escalated customer issues, ensuring consistent communication and expectation management.
• Issue Validation :
  Reproduce reported product defects, gather logs, confirm expected vs. actual behavior, and assess severity and impact.
• Jira Ticket Creation :
  Produce detailed and accurate Jira tickets for Product Engineering and QA, including steps to reproduce, severity, and customer impact.
• Cross-Functional Coordination :
  Partner with Support, Implementation, Engineering, and Product teams to secure necessary resources and drive escalations toward timely resolution.
• Status Tracking & Updates :
  Monitor bug progress and proactively communicate updates to customers and internal stakeholders.
• Prioritization :
  Triage and prioritize high-visibility or time-sensitive issues in a fast-paced environment.
• Documentation :
  Maintain thorough internal documentation and communication throughout the entire escalation process.

• Exceptional written and verbal communication skills, with the ability to translate technical information into customer-friendly updates.
• Strong organizational and prioritization skills with the ability to manage multiple escalations simultaneously.
• Technical aptitude with the ability to learn, troubleshoot, and validate issues within Impartner’s PRM software and integrated CRM platforms.
• Experience creating and managing Jira tickets or similar workflow tools (preferred).
• Ability to work collaboratively across departments and influence without authority.

While this is a 100% Remote position, we require that candidates are residents in one of the following states:

• Arizona
• Arkansas
• California
• Florida
• Georgia
• Indiana
• New Hampshire
• Texas
• Utah
• Washington

Impartner is anequalopportunity employer. Diverse perspectives and experience improve the results of the team and contribute to the culture and company. We believe inclusion leads to an awareness that is critical to building our strongest teams. We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities and veterans.