Senior Escalation Lead — SaaS & Cross-Functional Ops

Infor; Atlanta (GA); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Escalation management

Cross-functional coordination

Executive communication

SaaS/ERP experience

AI tools

Formation

Bachelor’s degree

ERP implementation knowledge

Description du poste

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