Escalation Support Manager

WEKA is architecting a new approach to the enterprise data stack built for the AI era. The WEKA® Data Platform sets the standard for AI infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that make GPUs, AI, and other performance-intensive workloads run faster, work more efficiently, and consume less energy.

WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s most innovative enterprises and research organizations, including 12 of the Fortune 50, reach discoveries, insights, and outcomes faster and more sustainably.

We’re passionate about helping our customers overcome complex data challenges to accelerate their innovation and help grow their businesses. If you share our passion, we invite you to join us on this exciting journey

What’s Cool About This Escalation Support Manager role:

• Customer Impact - Direct impact and opportunity to turn challenging situations into positive experiences.
• Cross-Functional Collaboration - Work with many teams which is a great way to learn different facets of the business.
• High Visibility and Recognition - Point of contact for specified critical issues but on the customer side and internal business side.

Bring your Passion for Customer Success, Problem Solving, Ownership, Attention to Detail and Proactive Mindset.

Responsibilities include: 

• Act as the primary point of contact for customers who have had critical issues, ensuring flawless execution of ‘Get Well’ plans and comprehensive follow-ups with internal and external stakeholders.
• Provide regular updates to customers regarding the status of their Get Well plan after critical incidents and logging in Salesforce.
• Own critical escalations from initial report to closure, including delivering and reviewing root cause analyses
• Participate in Proactive initiatives that help insure the best WEKA experience.
• Proactively monitor and follow up on outstanding escalated customer issues to ensure timely resolution with WEKA’s Global customer base.
• Collaborate with cross-functional teams to address and resolve customer concerns.
• Clearly and concisely communicate technical solutions to customers, both verbally and in writing.
• Escalate issues to appropriate internal teams when necessary, ensuring a swift and coordinated response.
• Collaborate with management to develop and implement strategies for preventing future critical issues.
• Advocate for customer needs across departments, ensuring their voice is heard. Build and maintain strong client relationships, understanding their processes, teams, and environment to expedite engagement and resolution times.
• Maintain accurate and detailed records of customer interactions and issue resolutions via Salesforce, Jira and Notion.
• Provide feedback and recommendations on how to improve the product in supportability, serviceability and usability.

Desired Qualifications

• Bachelor's degree or equivalent work experience.
• 10+ years working in industry in customer-facing roles.
• Technical background and experience with as many of the following technologies as possible: Networking, Storage, Linux, Public Clouds
• Experience working as a Technical Account Manager, Support Account Manager or Support Escalation Manager is highly preferred
• Strong problem-solving and analytical skills
• Experience managing cross-functional projects
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced and dynamic environment.
• Strong sense of ownership and rigorous follow-up mentality.

USA Residents Only: The OTE hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is $125,000 - $195,000.  Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Flexible Time off (FTO), sick time, leave of absence as per the FMLA and other relevant leave laws.

Concerned you don’t meet every qualification? Don’t let it stop you from applying!
WEKA is committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but don’t meet every qualification in the job description, we encourage you to apply anyway – you may just be the right candidate for this or other positions at WEKA.

WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.