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Escalation Manager - PLEX

extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Florida (USA), Wisconsin (USA), United States

Offer summary

Qualifications:

Bachelor's degree or 4 years experience, 3+ years leading SaaS, ERP/MES team, Experience in Customer Relationship Management, Familiarity with CRM systems is a plus.

Key responsabilities:

Engage with customers during crises
Drive de-escalation and action plans

Rockwell Automation Large http://www.rockwellautomation.com/

10001 Employees

See all jobs

Job description

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Engage with customers in times of crisis to reassure them that we will help them achieve their goals.
Enjoy solving complex issues through collaboration with cross-functional teams
A sense of ownership and urgency – can drive yourself and others to meet and exceed de-escalation goals.
Drive prioritized, well-maintained action plans to overcome situations which could become (or already are) escalated to Plex support services leadership and executives
Quickly collect, review and understand all information related to a customer escalation at a high level to define the right escalation level and resources needed to move forward.
Summarize the problem, business impact & technical efforts with next steps in an executive summary format.
Successfully acquire technical status and next steps from the various technical teams and share internally on weekly (if needed daily) basis.
You are both the voice of the customer inside Plex/Rockwell Automation, but also represent Plex/Rockwell Automation in front of our customers (sometimes up to C-level).
Enjoy a fast-paced environment where conditions change day-to-day, presenting opportunities to work with all aspects of our business.
Contribute to the internal incident and problem management processes.
Evolve and refine the escalation processes year over year. Own communication and training both internally and externally.
Cool under pressure – can handle stress, is a settling influence in a crisis.
Lead Escalation Management KPIs and goals.
Great organizational skills – can marshal resources to get things done efficiently and effectively.
Strong Emotional Intelligence – can understand and empathize with the technical, business, and personal implications of a crisis.
Can interact and relate well with people at all levels of an organization.
Familiarity with CRM systems (Salesforce, Jira, MS Power BI, and Gainsight experience are a plus)

Previous experience in a Senior Support Manager role OR a previous minimum of 3 years as a Team Leader or Manager of a Tech Support team (minimum of 4-7 dotted reports)
Bachelor’s degree -or- at least 4 years or experience in a Customer Relationship, Customer Care, Complaints management, Project Management, Technical Sales/Support, or Analytics-focused role
Presentation skills
Sphere of Influence
Coaching and Servant leadership
Strong analytical and problem-solving skills
Sharing and communicating knowledge effectively
Strong communication skills
3+ years leading an SaaS, ERP/MES, help desk support team
Highly collaborative

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.