Escalation Manager

WEKA; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

A leading company in the data infrastructure industry is seeking an Escalation Manager to join their Customer Success team. This role is crucial for managing critical customer issues, ensuring effective communication, and fostering strong client relationships. With a focus on resolving escalations and enhancing customer experiences, the Escalation Manager will collaborate with cross-functional teams and play a pivotal role in maintaining customer satisfaction as WEKA scales its innovative data solutions.

Qualifications

• 10+ years in customer-facing roles.
• Experience as Technical Account Manager or Support Escalation Manager preferred.
• Familiarity with Networking, Storage, Linux, and Public Clouds.

Responsibilities

• Act as primary contact for customers with critical issues.
• Provide updates on Get Well plans post-critical incidents.
• Own escalations from report to closure.

Skills

Problem-solving

Analytical skills

Communication

Technical knowledge

Customer relationship management

Education

Bachelor's degree or equivalent work experience

Job description

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WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. The WEKA Data Platform sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-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 largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.

What You'll Be Doing

The Escalation Program Manager will play an integral role on our incredible Customer Success team by ensuring flawless execution of ‘Get Well’ plans for our customers who’ve had critical issues.

Responsibilites

• 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.
  
  

Requirements

• 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 projectsExcellent communication and interpersonal skills.
• Ability to thrive in a fast-paced and dynamic environment.Strong sense of ownership and rigorous follow-up mentality.
  
  

The WEKA Way

• We are Accountable: We take full ownership, always–even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.
• We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.
• We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are being transparent about our goals and results. And together, we’re unstoppable.
• We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.
  
  

Concerned that you don’t meet every qualification above?

Studies have shown that women and people of color may be less likely to apply for jobs if they don’t meet every qualification specified. At WEKA, we are committed to building a diverse, inclusive and authentic workplace. If you are excited about this position but are concerned that your past work experience doesn’t match up perfectly with the job description, we encourage you to apply anyway – you may be just the right candidate for this or other roles 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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