Sr. Customer Escalation Manager

Published date Posted on Indeed on Oct 10, 2021 (9 d ago)

Alvaria employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.


Job Description

Aspect and Noble are now ALVARIA

From the merger of two leaders in the CX space comes Alvaria. A new global force delivering leading edge customer experience and workforce engagement software as well as cloud services technology solutions.


Our goal is to simplify and improve the customer and agent experience. Our complete suite of contact center and workforce optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private or public cloud environment.


The Sr. Customer Escalation Manager is a high-level individual contributor role responsible for quality improvement initiatives, escalation / incident engagement. The CEM is empowered with authority and is expected to relentlessly drive resolution, improve customer satisfaction, and identify necessary improvements back to the business that prevent future escalations. Strategically focused and responsible for customer satisfaction, maintaining customer communication, and the overall management of the escalation.

Primary Responsibilities
  • Proactively seeks opportunities for customer improvements.
  • Manages/oversee executive level critical escalations for high visibility accounts and systemic conditions. Focus is on customer satisfaction and retention, comprehensive problem isolation and urgency of execution as well as executive level leadership and communications.
  • Ensures complete plan is developed and tracked, identifying Problem(s), Actions and Root Cause delivery using escalation management processes and tool(s).
  • Possesses executive level authority to obtain, orchestrate and hold accountable all appropriate cross-functional Aspect resources required to effect timely resolution of customer’s issues. Ensures that all resources are working effectively as a collaborative team and meeting commitments.
  • Ensures timely communications to all levels - internal and external. Collaborates with Account Executive or Customer Success Manager in managing all customer Executive communications. Ensures that Aspect executives are appropriately apprised of conditions as needed.
  • Ensures the company captures, categorizes, accurately records, and internally communicates, post issue resolution of the customer issue(s).
  • Ensure communication with internal and external stakeholders, facilitating process improvements as warranted.


Qualifications


  • 5+ years’ experience in Project and/or Program Management concepts
  • Prior senior-level roles as CSM or Escalations manager
  • Bachelor’s degree or equivalent in experience
  • Possess executive presence with highly articulate verbal and written communication skills
  • Proven ability to manage complex conditions and drive accountability at all levels
  • Leadership and experience in Project and/or Program Management concepts
  • Excellent analytical and problem-solving skills
  • Strong time management skills and the ability to multitask
  • Passionate about success of our clients and our company
  • Experience working with cross-functional teams (e.g. Sales, Products, Marketing, Engineering, Services)
  • Highly organized and proficient in Microsoft
Note: offers subject to successful completion of drug urinalysis and job/education background check and 2 professional references

#LI-JL1

#LI-Remote

Alvaria is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.


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