Escalation Manager

Job Title: Escalation Manager Location: Bangalore, Hybrid Description: Saviynt is a leading cloud-based Identity Governance and Administration (IGA/IAM) solutions provider. We are seeking a highly experienced Manager of Global Escalations that will interface with our internal teams to drive a stellar customer experience. The role reports to the Senior Manager, Global Escalations and will manage escalations in collaboration with our Support and Product Leadership. This role is responsible for managing Customer escalations, Critical Situations, Focus Accounts, and the proactive prevention of escalations resulting in lower case escalation rate, increased overall customer satisfaction and Customer retention. You will partner with virtual teams across our global organization, focusing resources to demonstrate to our customers that their problem is being worked with the highest levels of urgency and visibility within Saviynt. Responsibilities include effective communication with all levels of the organization and managing all events and recovery efforts of critical customer outages. Coordination efforts may require support from a combination of Saviynt Technical Support, Engineering, and third-party vendors. As a coverage based role, you may be asked to work different shift timings, including weekends, based on the needs of the business. This function will focus on unblocking customers and performing a retrospective for each escalation to drive insights into escalation trends, patterns, and opportunities to prevent escalations and the resulting customer experience. WHAT YOU WILL BE DOING ● Leading, planning, and managing the resolution of technical problems with serious consequences to Saviynt and our customers. ● Drive the internal Escalation Management, including focus on proactively preventing escalations and complete ownership of open escalations. ● Execute the Critical Situation Process, including aligning with leadership internally and externally. ● Interface with customer executive, business leadership, and technical contacts regularly to discuss technical issues and improve customer sentiment. ● Coordinate with peer managers worldwide on resources, issues, and ownership ● Partner across a global team to hand-off high priority issues aligned with customer Support entitlements. ● Identify areas of improvement to prevent escalations, uplevel escalation handling, and related efficiency. ● Identify areas of opportunity for reducing escalations via Knowledge Centric support, Training L2 teams via requisite tools. ● Provide feedback on escalation processes along with suggestions to minimize customer impact and shorten time to resolution. ● Manage technical projects as assigned. ● Work with cross-organizational teams; build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt. ● Negotiate and influence skillfully with cross-functional groups to resolve key issues ● Contribute to the Focus accounts Program to improve customer health and prevent impact to the Saviynt business WHAT YOU BRING ● 7+ years related work experience (e.g., combination of working in an enterprise support role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis) ● 3+ years of experience managing global escalation processes ● Iterative mentality – start with the 80% solution and improve over time. ● Strong Problem/Incident/Recovery management foundations. ● Critical thinking skills to derive upstream causes for escalation and iterate improvement suggestions consistently ● Demonstrated ability to remain “cool, calm, and collected” during a crisis and relentlessly prioritize based on business impact. ● Ability to combine negotiation and resource management skills with a solid understanding of support delivery processes. ● Flexibility, integrity, and creative problem-solving skills are a pre-requisite to be successful in this role. ● Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization to align a range of stakeholders on priorities, timing, and output. ● A team player who is influential and builds good working relationships across all functions and across all geographic regions. ● Sound judgment and ability to make decisions, with consideration of all alternatives and risks. ● Ability to work and coordinate priorities well under pressure. ● A track record of meeting complex stakeholder needs under tight timelines and resource constraints ● Technical depth to enable collaboration with our Product and Development teams along with an ability to present complex technology concepts to Senior executives in an understandable way. ● Ability to multi-task and meticulously manage competing priorities coming from a diverse group of senior executives ● Ability to think and work independently, solve problems, and develop recommendations ● Ability and flexibility to cover the business and drive customer experience in a variety of shift timings, including some weekends. Preferred Qualifications: ● Working knowledge of support management processes and tools in a high-tech software company. ● Expertise in Salesforce and FreshService reporting and dashboards ● Familiarity in leveraging Support Logic is a plus. ● A results-oriented individual with a background in a technical support, customer service environment. ● Manage processes across organizational boundaries, collaborating with functional managers worldwide.