Description
As an Escalation Manager (EM) in the UKG Global Support organization, working either directly with a customer or with one of a variety of internal constituencies, you will assume ownership of complex and escalated customer issues.
Primary Responsibilities:
•Proactive engagement with a changing portfolio addressing the issues of concern, and assuming full ownership and management of client/corporate account teams for escalated issues.
•Arranging an introductory call to introduce the EM role, set expectations for the engagement, and establish an ongoing communications protocol and meeting cadence.
•Establishing an agreed upon list of issues to frame the engagement.
•Setting appropriate expectations for all stakeholders (internal and external) regarding issue resolution and process of engagement.
•Planning & chairing internal & external customer issue meetings; Conducting conference calls; Maintaining detailed issues lists; Generating executive and/or general summaries as well as providing report updates for all managed accounts.
•Identifying resource needs across multiple technical teams and management of issue resolution and closure.
•Overseeing and directing all technical resources associated with escalated account issues.
•Providing consistent and recorded communication on status and next steps to all parties involved.
•Championing and representing issues to Development on behalf of a customer as well as internal UKG constituencies.
•Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources
Address
Form of work
