Technical Escalation Manager

Company: iCIMS
Location: East Brunswick
Posted on: November 13, 2021

Job Description:

The Technical Escalation Manager is responsible for providing escalation management of product related issues, and in support of our customers with the iCIMS Talent Cloud.-- You'll serve as a liaison between our Labs and Services organizations to obtain issue resolution for reported escalated technical issues. You will also be responsible analyzing and identifying trends to reduce the number of escalations and improve customer satisfaction and communication. In this role, you'll have the opportunity to become an iCIMS technical SME across our business with opportunities to advance your career through multiple career paths.

• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
• Reduce escalation volume by identifying training & product opportunities.
• Provide updates to key stakeholders on open escalations.
• Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources.
• Act as Incident Response Coordinator during high severity escalations or outages.
• Ability to translate technical concepts to peers, management, leadership, and customers.
• Support leadership in strategic, business, and operational planning.
• Partner with information security to provide system log analysis for iCIMS products.
  • 3+ years of experience in providing complex SaaS Customer Support or supervision.
  • Proven track record of working collaboratively to improve the customer's experience.
  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
  • Able to translate complex issues in an understandable, organized way.
  • Good working knowledge of MS-Office and reporting tools.
  • Role requires 24 x 7 on call for production stopping issues.

Keywords: iCIMS, East Brunswick , Technical Escalation Manager, IT / Software / Systems , East Brunswick, New Jersey