Escalation Manager

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team.  Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

The Escalation Manager (EM) is a vital role within Flexera, working internally across many teams, as well as externally with customers and partners, to coordinate and drive the resolution of issues. The EM function has two focus areas: managing customer escalations (reactive) and managing potential escalations (proactive).

Escalation Managers identify recurrent issues and trends, partner with cross-functional teams, and coordinate their efforts to deliver timely resolution and mitigate future problems. They are comfortable talking about both technical and business matters with people of all levels and skills and understand Flexera products and services. The EM has strong communication and negotiation skills, enjoys making customers happy, working closely with others, and taking a deep dive into trends to take preventative action. 

The EM takes ownership of any issue assigned throughout its lifecycle, ensuring the best possible customer outcome, working to manage and resolve but also working to prevent future challenges to customer success. 

Responsibilities:

• Ownership, development, evangelism, and administration of the Escalation Management process (includes Watchlist and High-Risk accounts). Lead the communication internally and externally as a trusted advisor. 
• Act as a central escalation point, which includes end-to-end ownership of the issue. View problems and potential solutions holistically and create a plan of action to best satisfy the needs of all stakeholders. Gain agreement and commitment from all stakeholders then work to resolve any conflict or bottlenecks until the issue is resolved. 
• Develop and send regular summaries to internal stakeholders, including members of the executive team as necessary, until an escalation is resolved. Once resolved, undertake root cause analysis to identify, communicate, and own driving improvements. 
• Dynamically detect patterns in escalations. Use data to predict future trends and identify ways to proactively resource or mitigate them. Use resources such as communities Flexera provides and employee education to avoid future escalations in a way that is both repeatable and scalable globally.
• Provide both reactive and regular scheduled, timely, and quality engagements with customers and partners to create a long-term trusted relationship and instill confidence. Onsite visits to customers and partners may be required. 

Requirements:

• Passionate customer orientation and dedication.
• Strong analytical and problem-solving skills. Possesses intellectual curiosity. Eagerness to learn new technologies/skills.
• Solid interpersonal skills. Excellent verbal, written, and listening communication skills in English. Applies a communication strategy that is appropriate and effective for the situation, context, and target audience. Successfully conveys and receives intended messages while maintaining relationships.
• Creates and pursues goals that contribute to company success, holds self and others accountable to deliver results.
• Adapts and responds to the changing environment and creates opportunities for positive change. Works to understand and support the needs of others.
• Works collaboratively within diverse teams and across the organization to achieve goals. Includes the desire and ability to understand and respond effectively to other people with diverse views. Puts best interest of team ahead of self.
• Takes responsibility for individual, team, organizational, and customer success. Manages time, goals, and priorities to continuously improve and add value.
• Ability to handle multiple activities and prioritize activities based on customer Service Level Agreements (SLAs), while maintaining a sense of urgency to provide a positive customer experience.
• Comfort in a fast-paced environment where team success is encouraged.
• Industry knowledge of release and software engineering mechanisms and processes including release management life cycle (SaaS or traditional delivery)

Preferred:

• Strong analytical skills plus experience creating reports/dashboards in CRM software (Salesforce and Jira).
• Knowledge of Flexera or any previous SAM software technical experience.
• Agile, Project Management, or ITIL qualifications.
• A background in customer-facing Support or Services ideally with previous experience in incident management/escalation management or account/customer success management.

Education:

• Typically requires a bachelor’s degree in computer science, information technology, and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.