Senior Escalation Manager
2 weeks ago
The Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. As a member of this team, your goal will be to help understand and drive customer-critical issues with product engineering teams.
Key Responsibilities:- Lead and report technical responses with support and key engineering partners and senior leadership, developing response plans and providing updates back to key partners.
- Advise Senior Leadership of any developments and action plans, setting expectations and providing updates regarding solving and resolution action plans for communication to customers.
- Provide and influence process improvement for the overall experience for our support partners as well as engineering teams.
- Analyze data to produce strategic recommendations to proactively address systemic issues.
- Review and refine team processes and procedures, along with the development of dashboards and run-books.
- Collaborate and partner to help restore customers' confidence in Splunk and Splunk products.
- 8+ years industry relevant experience with proven leadership and/or technical support experience.
- Ability to communicate sophisticated ideas efficiently with customers and engineering teams at Splunk.
- Ability to optimally prioritize and implement tasks in a high-pressure environment.
- Ability to establish relationships and influence Senior Leadership, including difficult conversations at all levels.
- Ability to collaborate with peers and work cross-function as needed with Support and/or Engineering teams.
- Confirmed knowledge of ITIL frameworks (Incident, Escalation, Problem primarily).
- Strong critical thinking, decision making and conflict-resolution skills.
- Strong data analytics and report leadership skills.
- Ability to prioritize multiple escalations at varying levels, including case documentation.
- Understanding of a wide array of software, SAAS platform technologies.
- Salesforce, Jira, Confluence, Google suite experience are a plus.
- Knowledge of software development in cloud-based offerings.
- Fundamental understanding/overview of Splunk or similar data collection software.
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Senior Escalation Manager
7 minutes ago
North Sydney Council, Australia Splunk Inc Full timeSenior Escalation Manager RoleThe Senior Escalation Manager is a key position within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. This role involves helping to solve sophisticated problems that benefit Splunk customers. As a member of this team, your goal will be to help understand and drive customer-critical...
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Senior Escalation Manager
1 month ago
North Sydney Council, Australia Splunk Inc Full timeAbout the RoleThe Senior Escalation Manager is a key position within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. As a member of this team, your goal will be to help understand and drive customer-critical issues with product engineering teams.Our key partners in this role will be escalation management, customer...
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Senior Escalation Manager
1 month ago
North Sydney Council, Australia Splunk Inc Full timeSplunk Problem Incident and Escalation (SPIE) Team MemberThe Senior Escalation Manager is a key role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. As a member of this team, your goal will be to help understand and drive customer-critical issues with product engineering teams.Key Responsibilities:Lead and...
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Senior Escalation Manager
1 month ago
North Sydney Council, Australia Splunk Inc Full timeAbout the RoleThe Senior Escalation Manager is a critical position within the Splunk Problem Incident and Escalation (SPIE) team. As a key member of this team, you will play a vital role in helping Splunk customers resolve complex issues.Key ResponsibilitiesLead technical responses with support and engineering partners, developing response plans and...
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Senior Support Escalation Manager
5 days ago
Sydney, New South Wales, Australia Microsoft Full timeJob SummaryWe are seeking a highly skilled Senior Support Escalation Manager to join our Customer Service & Support (CSS) organization. As a key member of the account team, you will be responsible for managing escalated customer and partner issues, developing relationships, and driving process improvements.This role requires a strong passion for delivering...
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Senior Account Escalation Manager
4 weeks ago
Sydney, New South Wales, Australia ServiceNow Full timeJob Title: Senior Account Escalation ManagerServiceNow is seeking a Senior Account Escalation Manager to manage customer accounts requiring an enhanced level of interaction and personalized service during account-level escalation.Key Responsibilities:Develop and execute a Get Well Plan to ensure customer satisfaction with our products and services.Understand...
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Senior Account Escalation Manager
4 weeks ago
Sydney, New South Wales, Australia ServiceNow Full timeJob Title: Senior Account Escalation ManagerServiceNow is seeking a Senior Account Escalation Manager to manage customer accounts requiring an enhanced level of interaction and personalized service during account-level escalation.Key Responsibilities:Develop and execute a Get Well Plan to ensure customer satisfaction with our products and services.Understand...
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Senior Support Escalation Manager
4 days ago
Sydney, New South Wales, Australia Microsoft Full timeJob SummaryAs a Senior Support Escalation Manager at Microsoft, you will be responsible for managing escalated customer and partner issues, acting as a primary contact to understand issues and improve the experiences of account-aligned customers independently. You will maintain and develop relationships with various internal and external teams to resolve...
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Senior Account Escalation Manager
4 weeks ago
Sydney, New South Wales, Australia ServiceNow Full timeJob DescriptionServiceNow is seeking a Senior Account Escalation Manager to manage customer accounts requiring an enhanced level of interaction and personalized service during account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that ensures overall customer satisfaction with our products and...
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Senior Account Escalation Manager
1 month ago
Sydney, New South Wales, Australia ServiceNow Full timeJob DescriptionWe are seeking a highly skilled Senior Account Escalation Manager to join our team at ServiceNow. As a key member of our account management team, you will be responsible for managing customer accounts that require a high level of interaction and personalized service.Key Responsibilities:Develop and execute a comprehensive get well plan to...
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Senior Account Escalation Manager
4 months ago
Sydney, Australia ServiceNow Full timeJob DescriptionWhat you get to do in this role ServiceNow is currently seeking a Senior Account Escalation Manager to manage customer accounts requiring an enhanced level of interaction and personalized service during account-level escalation. The Account Escalation Manager establishes a trusted short-term advisor relationship that ensures overall customer...
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Senior Support Escalation Manager
3 days ago
Sydney, New South Wales, Australia Microsoft Full timeJob DescriptionAt Microsoft, we're committed to empowering every person and organization on the planet to achieve more. As a Senior Support Escalation Manager, you'll play a critical role in delivering exceptional customer experiences and driving business success.Key Responsibilities:Act as a primary contact to understand issues and improve the experiences...
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Senior Account Escalation Manager
3 months ago
Sydney, Australia ServiceNow Full timeCompany DescriptionServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and...
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Support Escalation Manager
2 weeks ago
Sydney, New South Wales, Australia Microsoft Full timeJob Title: Senior Support Escalation ManagerAt Microsoft, we are committed to empowering every person and organization on the planet to achieve more. As a Senior Support Escalation Manager, you will play a critical role in delivering exceptional customer experiences and driving business outcomes for our customers.Key Responsibilities:Act as a primary contact...
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AWS Escalation Engineer
3 weeks ago
North Sydney Council, Australia Amazon Web Services Australia Pty Ltd Full timeAbout UsAmazon Web Services (AWS) is a leading cloud platform that enables businesses to innovate and grow. Our team is responsible for driving revenue, adoption, and growth from small- to enterprise-level customers, including public sector organizations.The RoleWe are seeking a skilled Escalation Engineer to join our team. As an Escalation Engineer, you...
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Support Escalation Manager
2 weeks ago
Sydney, New South Wales, Australia Microsoft Full timeJob Title: Senior Support Escalation ManagerAt Microsoft, we're committed to empowering every person and organization on the planet to achieve more. As a Senior Support Escalation Manager, you'll play a critical role in delivering exceptional customer experiences and driving business outcomes.Key Responsibilities:Act as a primary contact to understand and...
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AWS Escalation Engineer
3 weeks ago
North Sydney Council, Australia Amazon Web Services Australia Pty Ltd Full timeAbout UsAmazon Web Services (AWS) is a leading cloud platform that enables businesses to innovate and scale. Our team is responsible for driving revenue, adoption, and growth from small- to enterprise-level customers, including public sector organizations.The RoleWe are seeking a skilled Escalation Engineer to join our team. As an Escalation Engineer, you...
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Incident and Escalation Manager
1 month ago
Sydney, Australia Datadog Full timeThe Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and...
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Escalation Manager, Tableau
5 months ago
Sydney, Australia Salesforce Full timeJob Category Operations Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...
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Support Escalation Manager
2 weeks ago
Sydney, Australia Microsoft Full timeWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve...