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Senior Manager - Corporate Escalation Manager

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

2019000490
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Description

Senior Manager needed to manage a team of 9 Corporate Account Managers (CAMs) in the Kronos Global Support organization. This team works escalated customer issues either directly with a customer, or, with one of a variety of internal constituencies, for our SaaS, Cloud and On-Premise Workforce Management products. This is not a technical team and their charter is overseeing escalated issues, and, working with the technical resources involved, to bring those issues to closure. A CAM, on average, will be expected to handle between one and six escalated engagement at any time – depending on the scope and intensity of each engagement – as well as other special projects.

• Reviewing and assignment of work amongst the team members across product suites: Proactive & reactive engagement with a changing portfolio of large and complex SaaS, Cloud & On-Premise customers
• Assessing the skills of the team: Understand the strengths and weaknesses of the team members not only to use for assignments, but for yearly reviews and skills building and growth; Organization, communication and cross functional navigation are key skills required of a CAM to be monitored and measured
• Engage when needed to remove roadblocks to issues or individuals
• Reviewing and approving executive summaries from CAM to Kronos Senior leadership
• Close oversight and mentorship of junior team members
• Ensuring CAM team is delivering consistent detailed issues lists; Generating executive and/or general summaries as well as providing report updates for all managed accounts – all using established standards and templates
• Assisting CAMs with identifying resource needs across multiple technical teams including engineering and Cloud Operations to assist in management of issue resolution and closure
• Provide consistent team management with one on one meetings and goal assessment and measurement
• Act as escalation point for CAM team and other KGS team members to champion and represent issues to Engineering on behalf of a customer as well as internal Kronos constituencies
• Manage Engineering defect prioritization for KGS

Qualifications

• At least five years’ professional experience with people management and Account Support Management required
• Excellent communication skills are required
• Strong attention to detail – offering leadership & control to conference calls, and setting appropriate expectations in escalated situations
• Assist in coordination of efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority
• Must be well organized, flexible and able to manage team expectations as well as cross functional responsibilities in a fast paced, time sensitive environment
• A senior level of problem solving experience that supports an ability to assess each assignment on its own merits and to vary the approach and method of engagement with each customer accordingly
• Ability/flexibility to handle unusual or “out-of-the-box” assignments that may not follow familiar patterns or structure

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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.