Escalation Manager

Responsibilities:

• Participate and/or lead/project-manage initiatives around people/process/technology improvements. Lead from the front as we incorporate exciting AI solutions into our working methods. Develop and refine support processes and best practices to enhance operational efficiency and service quality.
• Performance Monitoring: Track and analyze support metrics to evaluate service/team performance & goal attainment, identify trends, and implement strategies for continuous improvement. You will need to develop a strong understanding of Flexera s product portfolio, customer subscription/maintenance plans, and our Support processes. We expect that, in addition to providing the data, you will understand our business well enough to offer observations and suggestions for improvement/actions. You will need to refine existing and create new standard reports, dashboards, and workflows across all solution areas to help drive our decision-making.
• Ownership of our Customer Satisfaction (CSAT) survey process. Helping to partner with our management team to leverage this valuable voice of the customer initiative to drive process and team improvements. This will include the refinement of the survey questions via the survey tool (Gainsight) and the management follow-up actions ( Calls-to-Action, CTAs), the administration of any employee rewards to drive performance/results, and the communications around the results/related initiatives back to the business.
• Partner with Support leadership on the evolution of Salesforce s AI-enabled Service Cloud and Customer Community.
• Act as the primary liaison with IT Business Systems, Customer Community teams for Salesforce Service Cloud administration, skills-based case routing, automation, and knowledge base initiatives.
• Documenting and improving our working methods and processes to help with knowledge sharing for the onboarding of new employees and the capturing of best practices.
• Ownership of the continuous improvement of the technical debt of our Support data.
• We are a global team that supports customers/team members around the world. On occasion, you may be expected to attend meetings during off-shift hours.

• Passionate customer orientation and dedication.
• 5+ years of experience in an operations role (for example, Sales, Revenue, Marketing operations) or in a technical support engineer role.
• Competence with Salesforce.com Service Cloud, Atlassian Jira & Confluence. Familiarity with Gainsight, Power BI, Microsoft Excel, PowerPoint & SharePoint preferred.
• Strong computer, analytical, and organizational skills. A hands-on attitude with a willingness to get your hands dirty with our tools and data.
• Experience measuring performance using key business metrics.
• Customer-focused and able to empathize with their needs. Works to understand and support others needs.
• Well-developed communication (written, verbal) and presentation skills.
• Track record of collaboration and teamwork. The ability to collaborate well with people at all levels is essential.
• Able to work quickly and methodically.
• Innovative mindset and enthusiasm for process improvement.
• Creates and pursues goals that contribute to team success, holds self and others accountable to deliver results.
• Adapts and responds to our changing environment and looks to create opportunities for positive change.
• Works collaboratively within diverse teams and across the organization to achieve goals. Includes the desire and ability to understand and respond effectively to other people with diverse views. Puts the teams best interests ahead of self.
• Takes responsibility for individual, team, organizational, and customer success. Manages time, goals, and priorities to continuously improve and add value.
• Bachelor s degree in business management, computer science, information technology, or related field.