Escalation Manager, Senior

Infor Inc.; Atlanta (GA); On-site; USD 110,000 - 170,000; Full time

Job summary

Infor Inc. in Atlanta seeks an Escalation Manager, Senior to lead high‑impact customer escalations across support, development, services, and product teams. You will coordinate cross-functional efforts, craft recovery plans, and keep executive stakeholders informed to restore confidence and retention.

You will leverage AI-powered tools for research, summaries and communications, guiding resolution and ensuring alignment with customer outcomes in a fast-paced SaaS/ERP environment.

Qualifications

• Experience in escalation management or related customer-facing role.
• Ability to coordinate cross-functional teams to drive outcomes.
• Experience communicating with senior stakeholders and executives.

Responsibilities

• Manage complex customer escalations from start to finish.
• Coordinate across support, development, services, and product teams.
• Develop and communicate recovery plans and progress updates to customers and internal stakeholders.
• Facilitate collaboration to align priorities, ownership, and actions.
• Provide visibility to executive leadership on critical escalations.
• Utilize AI-powered tools to analyze information and draft communications.
• Guide resolution efforts while maintaining strong customer engagement.

Skills

Escalation management

Cross-functional coordination

Executive communication

SaaS/ERP experience

AI tool familiarity

Education

Bachelor’s degree

Tools

AI tools

Job description

Escalation Manager, Senior

Department: SaaS

Employment Type: Full Time

Location: Atlanta

Description

Join the Escalation Management team and play a critical role in helping customers achieve successful outcomes when complex business challenges arise. This position serves as a central coordinator during high-impact customer escalations, partnering across multiple Infor teams like support, development, services, product management, customer success, and executive stakeholders to drive resolution plans and restore customer confidence. The role is highly collaborative, customer-focused, and instrumental in ensuring successful customer retention and satisfaction through effective issue management, communication, and cross-functional leadership.

A Typical Day in the Life Includes:

• Managing complex customer escalations and driving resolution strategies from initiation through closure
• Coordinating cross-functional teams including support, development, services, product management, and customer-facing organizations to address customer issues
• Developing and communicating recovery plans, progress updates, and resolution strategies to customers and internal stakeholders
• Facilitating collaboration among diverse teams to ensure priorities, ownership, and action plans remain aligned
• Partnering with executive stakeholders and leadership teams to provide visibility into critical customer situations
• Utilizing AI-powered tools to analyze information, create summaries, draft communications, and improve operational efficiency
• Monitoring active escalations and guiding resolution efforts while maintaining strong customer engagement and retention focus

Basic Qualifications:

• Experience in escalation management, customer retention, customer support, or a related customer-facing role
• Experience coordinating and collaborating with multiple cross-functional teams to drive business outcomes
• Experience communicating with senior stakeholders and executive leadership audiences
• Experience working within software, technology, SaaS, ERP, or services-driven business environments
• Comfortable using everyday generative AI tools to support research, summarization, analysis, and content creation, while retaining full accountability for accuracy and final judgement

Preferred Qualifications:

• Familiarity with Infor products and solutions
• Bachelor’s degree
• Understanding of ERP implementation, support, or services engagements