As a successful Escalation Manager at Outreach you thrive on challenge, are calm under pressure, love solving complex issues, and can think on your feet. You think about scaling process, collaborate well with others, have your teams back and have a strong commitment to making our customer’s successful. You are technically competent and process oriented. 

Outreach has a critical incident response and accounts escalation program and we are looking for an individual who will help lead the effort in resolving complex customer issues and assist in incident response follow up. This person will be on point in real time to ensure smooth execution and completion of our incident response process. They will partner with Product, Engineering, Success and Support to drive resolution. This is a highly cross functional role serving our internal teams.

Job Responsibilities:

• Serve as the point of contact within Outreach, interacting at all levels of the organization to understand problems, negotiate solutions, and execute mitigation plans
• Ensuring flawless execution of the incident response process, with transparent communication that drives very high levels of internal/external customer satisfaction
• Managing resources assigned to the incident and ensures the incident is receiving the proper support to drive resolution as quickly as possible
• Comfortable presenting and guiding weekly escalation meeting and facilitating difficult customer conversations if needed
• Ability to quickly develop customized mitigation plans that are thorough and effective
• Flexible schedule and ability to periodically address emergency situations after hours
• Navigating complex internal personalities and competing priorities to get results on behalf Customer Facing personnel
• Provide post mortem reports on lessons learned to help the company improve processes to avoid any customer experiencing this same issue again in the future
• Ensuring all agreed to operational policies and procedures are adhered to and championing the incident response process
• Leading the coordination with internal stakeholders through resolution of the incident
• Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business
• Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution

Job Qualifications:

• 5+ years of work experience in a customer facing, escalation management role or similar function
• Proven track record of navigating difficult customer escalations with ease 
• You have a track record of driving impactful change in organizational process and have a strong aptitude for business processes 
• Demonstrated ability to manage multiple, simultaneous, cross-functional work streams
• Able to communicate effectively with executives and negotiate resources to address customer issues with urgency
• Relevant technical background, with the ability to understand and translate complex issues for customer audiences 
• Demonstrated client relationship and interpersonal skills
• Proactive self-starter
• Excellent organizational, analytical, and problem solving skills
• Able to communicate effectively with executives and negotiate resources to address customer issues with urgency
• Sought out by client facing teams as an expert in managing difficult/complex client situations
• Strong leadership and presentation skills, both oral and written, with the ability to articulate and educate other engineers and customers about complex technology in a simple way
• Bachelor's degree or equivalent demonstrated related work experience

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status