Escalation Manager

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Skills you'll use

What you'll do

• Identifying systemic or recurring issues contributing to account instability.
• Driving and participating in account-level stabilization plans.
• Engaging in post-escalation reviews to strengthen processes and prevent recurrence.
• Ensuring clear and structured internal and external communication.
• Act as the primary escalation lead for high-impact customer accounts, ensuring structured management of escalations from initiation through stabilization and closure.
• Drive internal alignment and ensure timely execution of action plans across Support, Engineering, Cloud Ops, and Product.
• Develop and execute account-level stabilization plans to address critical issues, reduce ticket volumes, and restore customer confidence.
• Proactively identify systemic issues contributing to escalations and drive resolution with the right internal stakeholders.

Who can apply

• Ensure proper prioritization, case hygiene, and timely engagement of technical resources for all escalated accounts.
• Trigger and manage internal escalation paths proactively to avoid external escalations through CSM or Sales.
• Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and customer-facing communications.
• Leverage strong technical knowledge of ERP architecture and infrastructure to guide resolution strategies and validate progress.
• Collaborate closely with Critical Support team, Tier 2/3 engineers, SMEs, and product teams to remove technical blockers and accelerate resolution timelines.
• Coordinate across Support, Engineering, Cloud Ops, Product Management, and CSM/CSDM teams to ensure alignment and accountability.
• Deliver clear, structured, and timely communications on escalation status, risks, and next steps to all stakeholders.
• Partner with CSM/CSDMs and Product Management to share customer feedback, recurring pain points, and systemic issues observed during escalations.

About QAD, Inc.

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