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Customer Escalation Specialist

Company: Ursus, Inc.
Location: Lehi
Posted on: November 20, 2022

Job Description:

Our client - a Fortune 500 Software Organization - is seeking a Customer Escalation Specialist to bring onto the team. Please see below for details:

Location: Lehi, UT
Duration: 6 months+

The Business Operations & Go-To-Market (GTM) Operations organization is responsible for delivering new product capabilities to our business and education customers and ensures cross-functional alignment of goals and execution to drive new & strategic initiatives forward.
We stay focused on aligning the highest-level organizational priorities with strong day-to-day operations. Team members are analytical and strategic, with a pragmatic sense of how to get things done.

This role will be focused on managing incoming escalations from both customers and our field ranging across problems, questions, and critical issues related to the ongoing rollout of our new Enterprise Storage Model and Business Identity.
The candidate will be responsible as the primary point of contact for our field organization to receive and track these issues, ensure that the right teams are brought in to resolve or answer them, and that the issues are handled in a timely manner with communication back to our customer-facing teams.
The role requires an individual with excellent project management abilities and an outstanding track record of delivering results.
While this role is not primarily a customer facing role, the candidate will be brought into conversations with customers led by our customer-facing teams regarding communication around the issues they have raised and resolution, to ensure the correct flow of information.

Program Manage incoming customer escalations
Work across SMEs to ensure customer resolution
Work with technical writers to document scalable solutions for internal and external stakeholders
Serve as a central resource with internal and external stakeholders
Closely partner across project, product, and subject area boundaries, working with service, marketing, business units, engineering, CSM, POB and product teams to handle dependencies, define schedules, plans, and drive alignment.
Handle status and reporting to provide project clarity and transparency to different levels in the org and partners.

Comfortable with ambiguity
Strong verbal and written communication
Excellent presentation skills
Ability to diffuse conflict in high pressure situations
Takes personal ownership and accountability for ensuring prompt resolution of issues, and that the project successfully completes and meets its defined success criteria.
Familiarity with use of JIRA as an issue tracking system
Experience working with enterprise customers and their needs in a quality, support, or field adjacent role.


Keywords: Ursus, Inc., Lehi , Customer Escalation Specialist, Other , Lehi, Utah

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