Context
Scality is growing rapidly adding large enterprise-grade customers for which we need expert professionals to help manage their requests and drive satisfaction and growth. The Escalation Manager is responsible to understand dissatisfied needs and problems, coordinate the efforts to resolve the problems, and communicate effectively with the customers to make them fully satisfied again.The Escalation Manager reports directly to the SVP Engineering and Technical Services.
Responsibilities
- Maintains the database of customers in critical situation and at risk
- Fully understands these customers goals and what prevents them from achieving them
- Coordinates the efforts to resolve the problems and deliver the action plans committed to customers through the Technical Services, Engineering, Product, and Sales teams
- Manages customer expectations: communicating clearly and proactively to customers on risks, delays,and limitations to ensure remediation plans can be put in place.
- Ensures the right balance between commitments made to customers and the capability to deliver.
- Coordinates the interactions with potential third parties needed for resolution.
- Maintains and communicates the full status and action plan - Internal communication, Customer communication (written + meetings) at regular agreed intervals at senior and technical level, Keep teams accountable for their part of the action plan, including the customer
- Maintains Dashboards and KPIs to track customer satisfaction (NPS and related)
- Follows-up on customer satisfaction and usage of the product following escalation resolution
- Define and document processes for improving customer experience
Skills
- Technical knowledge of storage products
- Excellent communication skills at executive and technical level
- Leadership to engage people from multiple teams towards a common goal
- Customer centric
- Tactical focus
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Life at Scality
Aiming for Disruption\nAt Scality, we give freedom and control to people create value with data. Proven with 500 million users and 1 trillion objects, Scality delivers software-defined storage solutions since 2009. We are disrupting the industry to make unlimited, affordable storage accessible to everyone. This takes exceptional technology, along with exceptional people.\n\nWar of Ideas\nWe are a diverse team, representing more than 20 nationalities from over 10 countries, working from 7 global offices. We are looking for talented individuals who are energized by innovating, thinking big, focusing-in and teaming up; people who give and take constructive feedback for continuous learning and growth with the support of the company. We see limitless potential for each individual, and provide an environment where you will be constantly challenged to innovate and collaborate.\n\nFor more information about the company, visit: www.scality.com or follow @Scality on Twitter.
Thrive Here & What We Value1. International and diverse culture that encourages diversity of backgrounds and experiences.2. Support for training and development, continuous education and sport budgets.3. Emphasis on teamwork, open communication, innovation, creativity, customer satisfaction.4. Conscious company investing in room-to-room conferencing to minimize travel emissions.5. Startup perks: RTT, highend equipment, sports and wellness programs, ample training allowance, donation matching, annual offsite events, food fun, office activities.6. Exceptional employer with many benefits beyond standards, including continuous education, sport budgets, paternity leave, charity donations, room-to-room conferencing.7. Passionate about technologies: Linux/Kubernetes/Docker/ELK/Redis/MongoDB/SaltStack/Ansible/S3.8. Full time position open to full remote candidates based in Israel only.
