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Senior Escalations Manager - Incident Management



Pakistan · Remote
Posted on Tuesday, May 14, 2024

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

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About the Role:

We are looking for an experienced Senior Escalation Manager to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. The Customer escalations manager will be technically product-savvy & respond to requests from customers and internal stakeholders to provide management and oversight to escalated customer situations. You will support customers involved in time-sensitive escalations and manage their overall experience by collaborating closely with customer stakeholders as well as Motive’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams.

What You'll Do:

  • Managing the lifecycle of an escalated case including, but not limited to, acting as the single point of contact, escalation intake, impact analysis, internal stakeholder coordination & communication, and escalation closure.
  • Ensure the flawless execution of the escalation resolution process, with transparent communication that drives very high internal/external customer satisfaction levels.
  • Cross collaborate with teams within the Critical Escalations Center to ensure the proper handoff and smooth transition between teams.
  • Closely partner with Internal Departments of Engineering, Operations, Technical Support, Customer Success, and Sales to ensure alignment across the business for escalated issues.
  • Developing, implementing, and coordinating key post-escalation processes such as post-escalation reviews, post-mortems, trend analysis, and other key continuous improvement activities.
  • Analyze escalation trends and produce strategic recommendations to proactively address systemic issues.
  • Report and escalate efforts to resolve complex customer experience problems.

What We're Looking For:

  • 4+ years of account management, escalation management, technical support, customer success, or technical project management experience.
  • Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment.
  • Proven track record of working collaboratively across the business at all levels to improve the customer’s experience
  • Strong customer service with the ability to make good judgments and quick decisions.
  • Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
  • Passion for solving customer issues and a champion of great customer service.
  • Excellent judgment, risk management, and issue mitigation skills.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to collaborate with peers and work cross-functional as needed with Product, Engineering teams, and Customer Success.
  • Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.
  • Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
  • Outstanding communication skills: Both Written and Verbal Communication.
  • Deep experience leading and responding to complex critical escalations.
  • BS or MS in Computer Science or a related technical area is preferred

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.