The Support Delivery Escalation Manager is a highly motivated professional responsible for overseeing escalation management procedures through collaboration and adherence to processes, procedures, and guidelines. The primary focus of this position is to increase customer satisfaction through proactive, professional customer support for SaaS (Software as a Service) customers, exceeding the customer's expectations.
What You Will Be Doing
- Serve as a point of escalation for customers and ensure proper resources are engaged for prompt action and adequate traction. Aided with coordinating customer meetings when necessary.
- Monitor queues and work with the team to ensure escalated cases are worked within the required SLAs. Track the progress of customer-initiated tickets and focus on follow-up requirements.
- Oversee implementation handoffs from Professional Services to Support by supplying guidance and direction.
- Verify that all requirements, details, sample data, and other supporting documentation are supplied when escalating issues for further investigation.
- Analyze escalation volumes, coordinate reviews, communicate resulting actions, and supply constructive feedback to the Support management team for process improvements.
- Excellent communication and interpersonal skills across various business and technical levels, including Support, Professional Services, and Product Development.
- Build solid, long-term customer relationships and generate happy, referenceable customers.
- Continually refine/improve strategy to deliver Cleo-quality support.
- Supply input on user technology and application needs and requirements.
- Perform more duties as assigned.
Your Qualifications
- Bachelor's degree preferred
- 3+ years managing a technical support team in a cloud environment or comparable industry.
A few things we have to offer:
- Competitive compensation
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
What the Team is Saying
What We Do
Cleo is an ecosystem integration software company focused on business outcomes, ensuring each customer’s potential is realized by delivering solutions that make it easy to discover and create value through the movement and integration of B2B enterprise data. Cleo gives customers strategic, “outside-in” visibility into the critical end-to-end business flows happening across their ecosystems of partners and customers, marketplaces, and internal cloud and on-premise applications. Our solutions empower teams to drive business agility, accelerate onboarding, facilitate modernization of key business processes, and capture new revenue streams by reimagining and remastering their digital ecosystem through robust application, B2B, and data integration technologies.
Cleo Integration Cloud (CIC) is a cloud-based integration platform, purpose-built to design, build, operate and optimize critical ecosystem integration processes. The CIC platform brings end-to-end integration visibility across API, EDI and non-EDI integrations that gives technical and business users the confidence to rapidly onboard trading partners, enable integration between applications, and accelerate revenue-generating business processes. On the platform, businesses have the choice of self-service, managed services, or a blended approach – ensuring complete flexibility and control over their B2B integration strategy.
Cleo isn't just about EDI, iPaaS, API integration, or managed integration services. Rather we are about blending the best elements of these traditional integration technologies into a single platform, so organizations can connect and transact business across their entire ecosystem with complete confidence.
Why Work With Us
Cleo’s people share a genuine respect for each other and for the future we’re helping our customers to create. Beyond guiding how we act, and more important than driving us to deliver solutions that help our company and our customers succeed, our core focus on Appreciation creates something even more essential, for everyone: enduring value.
Gallery
.jpg)
Cleo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
