Escalation Manager, Senior

Infor; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Infor's Escalation Management team seeks a collaborative leader to coordinate high-impact customer escalations across support, development, services, product management, and executive stakeholders in Atlanta. You drive resolution plans, communicate progress, and restore customer confidence while focusing on retention and satisfaction.

In this role you will guide cross-functional teams, craft recovery strategies, and use AI-powered tools for summaries and communications, maintaining

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.

Responsibilities

• 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.

Skills

Escalation management

Cross-functional coordination

Executive communication

SaaS/ERP experience

AI tools

Education

Bachelor’s degree

ERP implementation knowledge

Job description

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.

Department: SaaS

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

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.

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