Escalation Lead

COMPANY OVERVIEW

Domo's AI and Data Products Platform lets people channel AI and data into innovative uses that deliver a measurable impact. Anyone can use Domo to prepare, analyze, visualize, automate, and build data products that are amplified by AI.

POSITION SUMMARY

The key objective of the Escalation Lead is to drive issues to resolution in a manner that ensures each customer experiences positive outcomes and continued success with the Domo platform. This person will manage escalated issues and communicate in a timely manner to internal and external stakeholders on the current state, next actions, and required outcomes for each issue.

This position will be required to work cross-functionally with other teams to ensure the right issues are being addressed and agreed upon SLAs are met both internally and externally. This person should be tech savvy, customer savvy, and able to balance the needs of the customer and the business. The Escalation Lead will take the lead on prioritizing customer needs, re-prioritize as new issues arise, and coordinating with internal resources to achieve the desired outcomes.

KEY RESPONSIBILITIES  

• Manage customer escalations and drive each issue toward resolution in a manner that supports customer satisfaction, customer retention, and renewal with Domo;
• Drive action and obtain positive results in resolution of issues in a timely manner;
• Restore customer confidence in Domo and assure internal stakeholders with clear paths to resolution;
• Work cross-functionally with Support, Engineering Services, Customer Success teams, Consulting, and any other groups as needed to obtain resolution and customer satisfaction;
• Create an impactful communication plan with clear objectives which can be shared with internal and external stakeholders up to and including C-level executives;
• Lead retrospectives on large customer escalations to improve the overall customer experience;
• Use data to proactively address customer needs before they escalate. Work with other leaders to put adjusted programs in place that will prevent future customer issues.

JOB REQUIREMENTS 

• 2-5 years of customer facing technical support or experience in a customer-facing or customer-centric role;
• Consultative or Professional Services experience managing Software or Technology is a plus;
• Must be detail oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills;
• Experience working with and communicating to VP and C-level executives;
• Program/Project Management experience a plus;
• Flexibility and willingness to adapt to changes in the business and scope of responsibility;
• Thrive in a fast-paced environment;
• Occasional travel may be required.

BENEFITS: https://www.domo.com/company/careers/culture 

Domo is an equal opportunity employer.

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