Senior Customer Escalation Manager

Nasuni

9 - 12 years

9 - 13 Lacs

hyderabad

Posted:2 days ago| Platform:

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Skills Required

vista tam data management project management incident management wellness scheduling operations technical support salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead customer escalations end-to-end, ensuring timely resolution and consistent communication.
When a customer is enrolled in the Critical Account Program (CAP):
Serve as the CAP Manager for the account.
Define and document the problem statement, business impact, and severity.
Create and maintain an action plan that aligns Support, Engineering, and Field teams.
Provide daily or weekly updates (depending on severity) to customers and internal stakeholders, including executives.
Act as the single point of coordination for internal teams during escalations, ensuring alignment and accountability.
Document updates and actions in Salesforce, Confluence, and Slack channels.
Contribute to executive reporting dashboards with accurate, up-to-date information.
Participate in closure reviews and Post Action Reviews (PARs), capturing lessons learned.
Provide coverage that aligns with U.S.
East Coast and West Coast
time zones, including participating in a rotating schedule to ensure continuous escalation management.

Qualifications

9 to 12+ years in technical support, escalation management, customer success, or program management.
Strong written and spoken communication skills, with the ability to communicate confidently with both executives and engineers.
Experience in handling high-pressure customer situations.
Familiarity with enterprise SaaS, cloud infrastructure, or storage technologies preferred.
Strong organizational skills and ability to manage multiple escalations simultaneously.
Comfortable working in a global team across time zones.
Flexibility to work in shifts or staggered hours to provide global coverage across multiple time zones.

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