Escalation Manager

Cloudxtreme; Hyderabad, Pune District, Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Cloudxtreme in Hyderabad is seeking an Escalation Manager to own customer escalations, coordinate with case owners, and communicate timely updates to customers. The role emphasizes rapid resolutions, cross-functional collaboration, and a customer-first approach in every escalation.

Ideal candidates will engage executive stakeholders, perform RCAs, and deliver insights to reduce future escalations across sites.

Qualifications

• Handle customer case escalations and follow the escalation and de-escalation processes without deviation
• Engage right stakeholders in a timely manner to ensure quick resolution of the escalation
• Be customer obsessed and follow customer first approach in handling escalations
• Understand the impact and urgency of the issue, determine next steps and communicate with the customer with a meaningful update
• Coordinate with the case owner to create cases/bugs and consults for smokey and complex cases
• Executive stakeholder management with timely updates
• Go above and beyond escalations with RCAs, insights to sites to reduce escalation recurrence

Responsibilities

• Handle customer case escalations and follow the escalation and de-escalation processes without deviation
• Engage right stakeholders in a timely manner to ensure quick resolution of the escalation
• Be customer obsessed and follow customer first approach in handling escalations
• Understand the impact and urgency of the issue, determine appropriate next steps & engage all relevant parties to agree on the action items/Next steps and communicate with the Customer with a meaningful update.
• Coordinate and collaborate along with case owner to create cases/bugs and consults for smokey and complex cases
• Executive stakeholder management with timely updates
• Go above and beyond escalations with rigorous RCAs, insights to the sites for escalation reduction, and be the escalation champion

Job description

Escalation manager Roles & Responsibilities

• Handle customer case escalations and follow the escalation and de-escalation processes without deviation
• Engage right stakeholders in a timely manner to ensure quick resolution of the escalation
• Be customer obsessed and follow customer first approach in handling escalations
• Understand the impact and urgency of the issue, determine appropriate next steps & engage all relevant parties to agree on the action items/Next steps and communicate with the Customer with a meaningful update.
• Coordinate and collaborate along with case owner to create cases/bugs and consults for smokey and complex cases
• Executive stakeholder management with timely updates
• Go above and beyond escalations with rigorous RCAs, insights to the sites for escalation reduction, and be the escalation champion