Technical Escalation Lead – SaaS & ABA Solutions

CentralReach, LLC; Fort Lauderdale (FL); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health benefits

Generous PTO

401(k) matching

Paid parental leave

Hybrid work schedules

Career development support

Wellness programs

CR Cares community engagement

Job summary

CentralReach, LLC is a leading provider of autism and IDD care software, offering hybrid collaboration across Ft. Lauderdale, Holmdel, and Verona.

The Technical Escalation Manager will coordinate with Customer Success, Sales, Support, and Product to address customer technical issues, document cases, and improve delivery timelines. The role demands strong cross-functional collaboration, excellent communication, and the ability to navigate a fast-paced, evolving environment while maintaining a

Qualifications

• 2+ years in the ABA space with domain around Clinical and Practice Management.
• 1+ years experience in a B2B SaaS company.
• Analytical and process-oriented mindset.
• Clear, effective and communication skills.
• Ability to prioritize work and shift priorities as needed to meet deadlines.
• Strong communication and presentation skills.
• Ability to work in fast-paced, team environment with a high sense of urgency.
• Excellent organizational skills.
• Ability to diagnose, recreate an issue.
• Strong empathy for customers, comfortable acting as the customer’s voice internally to support and other departments.
• Ability to build cross-functional relationships.
• Be highly organized with superb attention to detail.
• Proven ability to work in an ever-changing environment.
• Ability to communicate clearly and concisely, verbally and in writing.
• Exercise sound judgment and work successfully with all employee levels, regardless of background.
• Collaboration and team-oriented mindset.
• Be comfortable working in a distributed, semi-virtual environment.
• Be able to take minimal direction from others and provide maximal output for yourself (and others).

Responsibilities

• Triangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests
• Replicate and document cases in an actionable and succinct manner
• Assist in assigning prioritization for technical issues, requests, and bugs
• Case grooming: Provide context and further documentation around support issues
• Serve as a resource for Support Members to engage with Customers and provide context around product cases (defects and feature requests)
• Proactive with communicating case updates and manage expectations around delivery
• Meet targets set for response time, resolution time, and customer satisfaction.

Skills

ABA domain experience

B2B SaaS experience

analytical mindset

clear communication

prioritization

strong organizational skills

cross-functional collaboration

customer empathy

Job description

CentralReach, LLC is a leading provider of autism and IDD care software, offering hybrid collaboration across Ft. Lauderdale, Holmdel, and Verona.

The Technical Escalation Manager will coordinate with Customer Success, Sales, Support, and Product to address customer technical issues, document cases, and improve delivery timelines. The role demands strong cross-functional collaboration, excellent communication, and the ability to navigate a fast-paced, evolving environment while maintaining a