Director of Customer Escalations

Key responsibilities: Build and oversee a comprehensive view of customer risks and escalations, determining severity and accountability for each case Personally lead intricate recovery plans and maintain executive-level customer communication throughout the resolution process Utilize technical judgment to address customer issues, collaborating with Support, Product, and Engineering teams to identify solutions and communicate findings effectively

Required qualifications: Experience in leading complex enterprise software escalations or technical account engagements Hands-on technical background in support engineering, solutions engineering, or similar roles Proven track record of clear communication with customer executives during challenging situations Experience in building escalation or customer risk programs with defined prioritization and resolution criteria Strong judgment under pressure with the ability to facilitate decision-making across teams