CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.
The Technical Escalation Manager is responsible for case escalations from the Customer-facing teams to our Product organization. To be successful in this role, you must possess strong inter-departmental skills to ensure the features being advocated for are the right ones for our customers.
Key Accountabilities:
- Triangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests
- Replicate and document cases in an actionable and succinct manner
- Assist in assigning prioritization for technical issues, requests, and bugs
- Case grooming: Provide context and further documentation around support issues
- Serve as a resource for Support Members to engage with Customers and provide context around product cases (defects and feature requests)
- Proactive with communicating case updates and manage expectations around delivery
- Meet targets set for response time, resolution time, and customer satisfaction.
Desired Skills and Experience:
- 2+ years in the ABA space with domain around Clinical and Practice Management
- 1+ years experience in a B2B SaaS company
- Analytical and process-oriented mindset
- Clear, effective and communication skills
- Ability to prioritize work and shift priorities as needed to meet deadlines
- Strong communication and presentation skills
- Ability to work in fast-paced, team environment with a high sense of urgency
- Excellent organizational skills
- Ability to diagnose, recreate an issue
- Strong empathy for customers, comfortable acting as the customer’s voice internally to support and other departments
- Ability to build cross-functional relationships
- Positive and professional demeanor
- Highly organized with superb attention to detail
- Proven ability to work in an ever-changing environment
- Ability to communicate clearly and concisely, verbally and in writing
- Exercise sound judgment and work successfully with all employee levels, regardless of background
- Collaboration and team-oriented mindset
- Be comfortable working in a distributed, semi-virtual environment
- Be able to take minimal direction from others and provide maximal output for yourself (and others)
#LI-Hybrid
Backed by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale.
Recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.
We offer competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave to our full-time employees. Our team members also enjoy hybrid work schedules, career development support, wellness programs, and opportunities to give back through CR Cares™, our community engagement initiative.
Be part of a market leader driving the future of care. Explore opportunities at centralreach.com/careers.
Protecting your information is important to us. Please take a moment to review our Notice of Privacy Practices for Job Applicants. Applicant-Privacy-Notice-110725 to understand how we collect, use, store, and protect your personal information during the recruitment process.
Skills Required
- 2+ years of experience in the Applied Behavior Analysis (ABA) space, with clinical and practice management domain knowledge
- 1+ year of experience in a B2B SaaS company
- Ability to diagnose and recreate technical issues
- Analytical and process-oriented mindset
- Clear, effective verbal and written communication skills
- Strong communication and presentation skills
- Ability to prioritize work and shift priorities to meet deadlines
- Ability to work in a fast-paced team environment with a high sense of urgency
- Excellent organizational skills and attention to detail
- Strong customer empathy and ability to represent the customer internally
- Ability to build cross-functional relationships and collaborate with teams
- Proven ability to work in an ever-changing environment
- Sound judgment and ability to work successfully with employees at all levels
- Comfort working in a distributed, semi-virtual environment
- Ability to work with minimal direction and produce results independently
What We Do
CentralReach’s story started in 2012 at an ABA clinic in Pompano Beach, Florida. The company's founder, a practicing Board Certified Behavior Analyst, was drowning in manual work – from paper billing and clinical data collection to clinical reporting.. With client outcomes in mind, she created a technology-based solution that reduced time-consuming administrative work and freed her to spend time where it matters most – serving clients. Today, under the leadership of Chris Sullens, award-winning CEO in the technology space, CentralReach remains committed to its founding mission: leveraging technology to support individuals with autism and intellectual and developmental disabilities and addressing the growing Autism and IDD care gap. Now the leader in its field, CentralReach continually strives to propel the industry forward through cutting-edge technology, an unrelenting commitment to excellence, and a culture devoted to serving the growing neurodiverse population. Trusted by more than 115,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis therapy with innovative technology, market-leading industry expertise, and world-class customer satisfaction.
Why Work With Us
We are a mission-driven team who are lucky to get to impact and advance the future of autism and IDD care software. CentralReach is growing quickly, which provides the opportunity to learn and grow from within. We strive to provide career pathing opportunities, as well as leadership and management development training opportunities.
Gallery
