About the Role:
Kot hill ventures is looking for an experienced Escalation Manager to join our Global organization to provide white-glove service, technical support, and executive-level communications to our customers. The Customer escalations manager will be technically product-savvy & respond to requests from customers and internal stakeholders to provide management and oversight to escalated customer situations. You will support customers involved in time-sensitive escalations and manage their overall experience by collaborating closely with customer stakeholders as well as Motive’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams.

What You’ll Do:

• Managing the lifecycle of an escalated case including, but not limited to, acting as the single point of contact, escalation intake, impact analysis, internal stakeholder coordination & communication, and escalation closure.
• Ensure the flawless execution of the escalation resolution process, with transparent communication that drives very high internal/external customer satisfaction levels.
• Cross collaborate with teams within the Critical Escalations Center to ensure the proper handoff and smooth transition between teams.
• Closely partner with Internal Departments of Engineering, Operations, Technical Support, Customer Success, and Sales to ensure alignment across the business for escalated issues.
• Developing, implementing, and coordinating key post-escalation processes such as post-escalation reviews, post-mortems, trend analysis, and other key continuous improvement activities.
• Analyze escalation trends and produce strategic recommendations to proactively address systemic issues.
• Report and escalate efforts to resolve complex customer experience problems.