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Escalation Manager

Location:

Lowell - Massachusetts - USA

Function:

Engineering

Ref #:

20190003826
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Description

Kronos Products and Technology group has an immediate need for an Engineering Escalation Manager to focus on our Workforce Dimensions product. The Engineering Escalation Manager plays a key role in ensuring the satisfaction and loyalty of Kronos’ customers by managing the most critical customer satisfaction issues and driving them to timely resolution. The main responsibilities will include cross geography coordination with Engineering, Global Support, and Cloud Operations on status and plans for issue resolution, management of critical issue delivery vehicles, and participation in critical swarm events. We are seeking candidates with a start-up mentality who can stay calm and clear headed under pressure, adapt quickly and effectively to changing priorities, and resolve competing priorities through effective communication. The successful candidate will have strong team and interpersonal skills and be able to command authority to set action plans that meet customer needs, without direct supervisory control of all the resources involved in the solution.
In this role you will:

• Manage customer escalations and coordinate resolution efforts with key stakeholders by working cross-functionally
• Manage escalation action items and ownership within required timelines
• Actively communicate to internal stakeholders on resolution progress and outcomes.
• Collaborate with all leaders in Customer Enablement Engineering to ensure teams are working on proper priorities in terms of escalations
• As part of the resolution Retrospective Review process, discover the root cause analysis and help the organization apply these learnings to avoid having other customers experience a critical situation in the future.
• Identify escalation triggers and sources with the goal to reduce escalation volume and a focus on problem avoidance
• Lead improvements by developing and monitoring dashboards to proactively monitor trends and customer escalations
• Use data to identify process and workflow breakdowns and lead efforts to implement process changes and monitor impact. Influence others towards action and change to optimize productivity
• Facilitate and report leadership updates and represent Engineering to other customer facing teams to ensure appropriate visibility of key customer issues
• Use Creative problem-solving skills, including the ability to understand the impact of technical changes and to articulate high-level technical solutions to address business problems
• Be the central client point of contact throughout the life of the escalation, interacting with all levels of the organization
• Build and leverage relationships to solve very complex customer problems, including working with cross functional teams to identify, resolve, and deploy solutions.
• Analyze and resolve risks, execute a project plan and communicate status accurately

Qualifications

• 5 years of demonstrated success in Customer Service, Technical Support, or similar position with a technology vendor, IT service provider or other high tech industry.
• Technical aptitude to learn and support a highly technical product. Experience in Java, Javascript, JSON, APIs, Integration platforms, and authentication types are all a plus!
• Excellent communicator – written and spoken. Comfortable and willingness to work in a team environment.
• Excellent interpersonal communication, listening, and negotiation skills are a requirement.
• Self-motivated, with a strong attention to detail, and possesses proven time management and multitasking skills.
• Prior experience working on SaaS products.

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.