Escalation Manager in Lansing, Michigan

Escalation Manager

Remote – USA

Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers’ potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.

The Support Delivery Escalation Manager is a highly motivated professional responsible for overseeing escalation management procedures through collaboration and adherence to processes, procedures, and guidelines. The primary focus of this position is to increase customer satisfaction through proactive, professional customer support for SaaS (Software as a Service) customers, exceeding the customer’s expectations.

What You Will Be Doing

• Serve as a point of escalation for customers and ensure proper resources are engaged for prompt action and adequate traction. Aided with coordinating customer meetings when necessary.

• Monitor queues and work with the team to ensure escalated cases are worked within the required SLAs. Track the progress of customer-initiated tickets and focus on follow-up requirements.

• Oversee implementation handoffs from Professional Services to Support by supplying guidance and direction.

• Verify that all requirements, details, sample data, and other supporting documentation are supplied when escalating issues for further investigation.

• Analyze escalation volumes, coordinate reviews, communicate resulting actions, and supply constructive feedback to the Support management team for process improvements.

• Excellent communication and interpersonal skills across various business and technical levels, including Support, Professional Services, and Product Development.

• Build solid, long-term customer relationships and generate happy, referenceable customers.

• Continually refine/improve strategy to deliver Cleo-quality support.

• Supply input on user technology and application needs and requirements.

• Perform more duties as assigned.

Your Qualifications

A few things we have to offer:

• Competitive compensation

• Great Healthcare + Dental + Vision

• Flexible PTO

• Culture of support, encouraging Life-Work balance

• 401k match

• FSA and HSA options

• Employee Assistance Program

• Paid Parental Leave

• Representing a company with 4,000+ clients and a 99% retention rate

• Accelerated title and salary growth potential

• A fun and energetic work environment that makes you excited to go to work every day

Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.