Technical Escalation Manager

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 is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

The Technical Escalation Manager is responsible for case escalations from the Customer-facing teams to our Product organization. To be successful in this role, you must possess strong inter-departmental skills to ensure the features being advocated for are the right ones for our customers.

Key Accountabilities:

• 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.

Desired Skills and Experience:

• 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
• Positive and professional demeanorHighly 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)

#LI-Hybrid

Base Salary Range

$55,000 - $70,000 USD

Backed by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale.

Recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.

• competitive compensation to our full-time employees
• comprehensive health benefits
• generous PTO
• 401(k) matching
• paid parental leave to our full-time employees
• hybrid work schedules
• career development support
• wellness programs
• opportunities to give back through CR Cares™, our community engagement initiative

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