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Manager, Technical Escalation Management (CX Technical Solutions)
Alation, Inc., Honduras
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Dec 9, 2023
Last Date
Jan 9, 2024
Location(s)
Job Description
Due to its remote and hybrid culture, Alation conducts all of its interviewing and onboarding virtually.Big Data isn’t a problem. It’s an opportunity.
At Alation, we help people find, understand, and trust data. So they not only excel in their work they drive value for their enterprise, team, and role. In the words of one customer, Alation makes me look like a rockstar.
We help companies like Pfizer and Salesforce empower their people with the best data every day. As a platform for innovation, Alation helps customers create game-changing solutions (like a program for early-stage disease detection with Pfizer) and connect people to great data in less time (like Salesforce, whose analysts can now find data 35% faster). And we’re just getting started.
With more than $340M in funding - valued at over $1.7 billion and 450+ customers with household names - Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list for the fourth time, and our exceptional Glassdoor rating reflects a culture that makes coming to work each day a joy. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?
Join us!
As the Manager of Technical Escalation Management for Data Software, you will lead a team responsible for resolving escalated technical blockers, managing communication with our customers, and ensuring customer satisfaction. Your primary focus will be managing escalations related to the Alation software, collaborating with cross-functional teams, and implementing accepted solutions. This role requires strong leadership skills, hyper-focus on process innovation, exceptional communication skills, and the ability to coordinate efforts across various departments.What you'll be doing:- Team Leadership
- Lead and mentor a team of technical escalation managers.
- Scale, build, and enable resilient escalation and account-risk processes.
- Foster a collaborative and high-performance team culture.
- Guide in handling escalated technical issues and account escalations.
- Technical Expertise
- Possess a deep understanding of the Alation platform and our customer's primary data architecture.
- Confidence in leading highly technical conversations with internal and external teams on technical escalations.
- Escalation Management
- Oversee the end-to-end process of handling technical escalations.
- Work closely with CX, product, and engineering to prioritize and address escalated issues promptly.
- Act as a point of contact for critical customer escalations.
- Cross-functional Collaboration
- Collaborate with product development, engineering, and CX teams to address and resolve escalated issues.
- Communicate effectively with internal stakeholders to ensure a coordinated response.
- Partner with the sales organization to align on customer risk and ensure revenue retention/expansion
- Customer Advocacy
- Advocate for customers and ensure their concerns are addressed with a strong sense of urgency.
- Implement strategies to prevent recurring technical issues and improve overall customer satisfaction.
- Documentation and Reporting
- Maintain detailed documentation of escalated cases, accounts, resolutions, and lessons learned.
- Provide regular reports and updates to leadership on the status of technical escalations.
- Be KCS Certified and a strong advocate of our knowledge programs.
- Drive all communication into approved Alation platforms, starting always in Salesforce.
You should have:- Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.
- Proven experience in a technical leadership role, focusing on customer experience, software support, and escalation management.
- Strong understanding of data software, databases, and related technologies.
- Excellent communication and interpersonal skills.
- Problem-solving and critical-thinking abilities.
- Ability to thrive in a fast-paced and dynamic environment.
- Experience with customer advocacy and satisfaction initiatives.
Preferred Skills:- Familiarity with project management methodologies.
- Knowledge of data governance, data catalog, data integration, and compliance standards.
- Previous experience in a customer-facing role such as support manager, customer success manager, support engineer, solution engineer
#LI-RB1#LI-R Job Specification
Alation, Inc.
Information Technology and Services - Tegucigalpa, Honduras