Customer Support Specialist

6 days ago

Mumbai, Maharashtra, India Cornerstone OnDemand Full time

Escalation Manager Job Description

We're seeking a highly skilled Escalation Manager to join our team at Cornerstone OnDemand.

  • Key Responsibilities:
  • Manage complex customer situations: Provide immediate assistance for urgent customer concerns, acting as a bridge between the support team, customer, and various Cornerstone stakeholders.
  • Escalation triage process: Oversee the escalation process and work collaboratively with various internal teams to address and resolve complex customer support situations.
  • Collaborate with internal teams: Work with technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.
  • Communication and updates: Provide regular updates to customers as well as internal executive leadership on the status of their issues, maintaining transparency and building trust through proactive communication.
  • Support health of strategic accounts: From time to time, manage support health of strategic accounts to contribute towards customer retention and upsell opportunities.
  • Analysis and improvement: Analyze patterns and trends in escalations to recognize systemic issues and collaborate with the relevant departments to implement long-term solutions.
  • Documentation and feedback: Document all aspects of the escalation process, including customer interactions, steps taken towards resolution, and lessons learned post-resolution.
  • Continuous improvement: Share feedback to all relevant internal teams with lessons learned after the Critical Escalation is closed.
  • Customer advocacy: Represent the voice of the customer within the organization, providing insights and feedback to help shape product improvements and customer support enhancements.
  • Coaching and training: Provide coaching and training to customer support staff on escalation procedures and best practices for handling difficult customer situations.

Requirements:

  • Education: Bachelor's degree or equivalent practical experience in a related field.
  • Experience: Experience in customer service, support, or a similar role with a track record of effectively handling escalations.
  • Leadership skills: Strong leadership skills and the ability to make quick decisions in high-pressure situations.
  • Communication skills: Exceptional communication and interpersonal skills, capable of engaging with customers and internal teams at all levels.
  • Analytical skills: Excellent analytical and problem-solving skills, with the ability to think strategically about customer issues and the overall impact on the business.
  • Technical skills: Experience coordinating cross-functional efforts to resolve complex issues in a timely manner.
  • Knowledge: Knowledge of customer support technologies, CRM systems, and support ticketing platforms.
  • Familiarity: Familiarity with technical concepts such as AWS, REST/SOAP APIs, DB Query executions, and Splunk log analysis.
  • Customer mindset: A customer-oriented mindset with a passion for delivering exceptional customer experiences.
  • Project management skills: Project management skills coupled with a high velocity execution style.
  • Judgement and advocacy: A sense of urgency and persistence coupled with a calm and empathetic demeanor.
  • Influence and consensus building: Proven ability to influence stakeholders from various teams including customer teams, build consensus and deploy win-win solutions to address critical problems.

About the role:

This role is essential in managing customer expectations, reducing churn, and ensuring the highest quality of support during critical times. The Escalation Manager - Customer Support is a high-touch role that demands excellent judgement, strong customer advocacy, and the ability to maintain grace under pressure while navigating the challenges of complex support situations.

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