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Escalation Manager

Location: Austin, TX, USA

Notice

This position is no longer open.

Job Number: 28818

Position Title: Senior Escalation Manager

External Description:

Escalation Managers work closely with both the customer and Informatica parties to make sure problems and success criteria are clearly understood, that there is a well-defined action plan to achieve success and that communications are clear and predictable.

Essential Duties & Responsibilities

• Ensures all accountable parties execute on success plan activity and that all stakeholders receive updates pertinent to their level of involvement.
• Serves as the single point of contact for global teams on escalated issues.
• Takes an ownership role on escalating critical customer issues and help drive through resolution.
• Tracks/analyzes trends and create reports on escalated issues.
• Assists global teams in troubleshooting and defining action plans to bring support issues to resolution.
• Ensures the customer’s voice is heard throughout the support process.
• Provides regular updates to internal and external stakeholders as well as executive leadership.
• Set correct expectations and drives relief and resolution through effective communication.
• Monitors progress of incidents and works with Product Management and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.
• Identifies areas of improvement in relation to Informatica products.
• Collaborates with the Global Escalation Management team to ensure process alignment and best practice refinement.
• Reviews root cause of escalations and works with appropriate teams to ensure continuous improvements of Informatica products and services.
• Creates and maintains lines of communication with internal resources (Sales, Professional Services, Support, and R&D).

What Success Looks Like 

• This is the fully qualified, career oriented, journey level position.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Expands skills and practical knowledge by routinely working with experts in the field and outside of immediate team/area/segment.
• Will gain software industry experience and strong familiarity with newer technical trends such as Software as a Service and Big Data.
• Will gain understanding of Data Management in general, to include data warehousing, master data management, and data quality.

Experience

  • Minimum 5+ years of professional experience.
  • Experience in the technology industry.
  • Experience with Customer Support or Account Management. 

City: Austin

State: Texas

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Escalation Manager

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-YK1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Austin, Texas US

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