Escalation Lead
| Company | Domo |
|---|---|
| Location | American Fork, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- 2-5 years of customer facing technical support or experience in a customer-facing or customer-centric role
- Must be detail oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills
- Experience working with and communicating to VP and C-level executives
- Flexibility and willingness to adapt to changes in the business and scope of responsibility
- Thrive in a fast-paced environment
Responsibilities
- Manage customer escalations and drive each issue toward resolution in a manner that supports customer satisfaction, customer retention, and renewal with Domo
- Drive action and obtain positive results in resolution of issues in a timely manner
- Restore customer confidence in Domo and assure internal stakeholders with clear paths to resolution
- Work cross-functionally with Support, Engineering Services, Customer Success teams, Consulting, and any other groups as needed to obtain resolution and customer satisfaction
- Create an impactful communication plan with clear objectives which can be shared with internal and external stakeholders up to and including C-level executives
- Lead retrospectives on large customer escalations to improve the overall customer experience
- Use data to proactively address customer needs before they escalate. Work with other leaders to put adjusted programs in place that will prevent future customer issues.
Preferred Qualifications
- Consultative or Professional Services experience managing Software or Technology is a plus
- Program/Project Management experience a plus
- Occasional travel may be required