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.