Director of Customer Escalations

Job Summary

Leading the customer escalation program, the remote Director of Customer Escalations will manage complex recovery plans, collaborate with cross-functional teams, and ensure effective communication with customer executives regarding product and integration issues.

Key responsibilities:

• Build and oversee a comprehensive view of customer risks and escalations, determining severity and accountability for each case
• Personally lead intricate recovery plans and maintain executive-level customer communication throughout the resolution process
• Utilize technical judgment to address customer issues, collaborating with Support, Product, and Engineering teams to identify solutions and communicate findings effectively

Required qualifications:

• Experience in leading complex enterprise software escalations or technical account engagements
• Hands-on technical background in support engineering, solutions engineering, or similar roles
• Proven track record of clear communication with customer executives during challenging situations
• Experience in building escalation or customer risk programs with defined prioritization and resolution criteria
• Strong judgment under pressure with the ability to facilitate decision-making across teams