Senior Escalation Lead, SaaS & Customer Outcomes

Infor Inc.; Atlanta (GA); Vor Ort; USD 110.000 - 170.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Escalation management

Cross-functional coordination

Executive communication

SaaS/ERP experience

AI tool familiarity

Ausbildung

Bachelor’s degree

Tools

AI tools

Jobbeschreibung

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.