Escalation Manager (Support)

Job Role : Escalation Manager / Resolution ManagerJob Location: Bengaluru, Karnataka, IndiaAbout our client -Our client is a global leader in cloud software, offering organizations a single platform for running apps and data across clouds.Our client is seeking a well-rounded senior customer facing Resolution Manager to lead collaboration among key internal and external stakeholders to ensure customer success. Your Role: Triage Critical Incidents and develop action plans to deliver customer success.Develop technical understanding of our client's product suite with the ability to effectively present complex technical material that is tailored to the target audience.Own and manage multiple critical incidents at the same time.Collaborate, coordinate and ensure continuity via action plans with global team of Resolution Managers.Deliver internal and external communications (i.e. Phone, Emails, Meetings, etc) to all appropriate stakeholders during the life of critical incidents.Consolidated Reporting for trend analysis and long-term planning.Develop and deliver Post Assessment Reviews to identify key product, process or people improvements.Ability to escalate and manage issues both internally (and externally) as needed.Optimize critical handovers (and engineering engagements) by providing single voice of customer to all parties involved.Work with technology partners (i.e. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.Provide support on weekdays and also off hours on an as needed and scheduled rotational basis Be a champion for our customers.What you'll bring: Experience in escalation management and conflict resolutions.Ability to listen to and understand customer frustration points and impact of issue(s) and then translate them into positive outcomes.Be the customer advocate with an intense focus on their success Experience in field or technical support.Strong organization skills with ability to multi-task in high stress situations.Requires flexible hours, and ability to handle high stress/high profile customer situations.Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including executives. Education & Qualification: Must possess a Bachelor of Science in Computer Information Systems or equivalent experience. At least 3 years of escalation, technical support and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills.Previous account management or account executive skills desired, with ability to organize and track multiple projects.Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.Must utilize exemplary verbal and written communication skills when dealing with customers and business partners. PRB