Customer Escalation Manager

Job title:

Customer Escalation Manager

Company:

National Instruments

Job description

Job Category: Account Operations ManagementJob Description:The Escalation Manager will be responsible for managing and resolving complex customer issues that have been escalated from the frontline support team. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.In This Role, Your Responsibilities Will Be:

• Handle Partner Concerns: Take ownership of customer issues that have been called out, ensuring timely and effective resolution.
• Customer Communication: Work with Management to ensure customer containment ensuring customer satisfaction by providing timely and accurate responses to customers ensuring their concerns are addressed.
• Root Cause Analysis: Conduct thorough investigations to identify the root cause of called out issues and work with relevant teams to implement corrective actions. Identify trends across internal postmortems and suggest resources to drive opportunities within the team and across customer groups in postmortem discussions to remediate future issues.
• Cross-Functional Collaboration: Work closely with various teams including frontline support, Customer Experience Team, IT and senior management to identify root causes and implement solutions. Act on or play a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.
• Process Improvement: Identify trends and recurring issues to recommend and implement improvements in processes and policies. (work in collaboration with the Process Analyst Team).
• Collaborator Collaboration: Work closely with customer support teams to ensure increased issues are resolved effectively.
• Reporting and documentation: Maintain detailed records of critical issues and resolutions and prepare regular reports for management.
• Training and Mentoring: Provide guidance and identify gaps in training and enablement to enhance employees problem-solving skills and reduce the number of critical issues. (work in collaboration with Enablement Team).

Who You AreYou quickly and decisively take actions in fast-changing, unpredictable situations. You persist in the face of challenges and setbacks. You adjust communication content and style to meet the needs of diverse team members.For This Role, You Will Need:

• Minimum of 5 years of experience in customer support or a related field, with at least 2 years in a supervisory or escalation management role.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong analytical and problem-solving abilities, with a track record of successfully resolving complex issues.
• Strong leadership and mentoring skills, with the ability to inspire and guide team members.
• Proficiency in using customer support software and tools, with a good understanding of the company’s processes, policies and procedures.
• Experience with root cause analysis and process improvement.

Preferred Qualifications that Set You Apart:

• A customer-centric approach with a strong commitment to delivering exceptional service.
• Proven ability to work collaboratively with cross-functional teams to achieve common goals.

Our Culture & Commitment to You​
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results. ​
The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.
Moreover, our global volunteer employee resource groups will empower you to connect with peers that share the same interest, promote diversity and inclusion and positively contribute to communities around us.
We understand the importance of work-life balance and are dedicated to supporting our employees’ personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to create a workplace that is supportive and rewarding. Our work schedule aims at creating new levels of growth, build a stronger community and provide greater professional development for our employees.
Make this great opportunity yours!

Expected salary

Location

Magyarország

Job date

Thu, 22 May 2025 22:01:27 GMT

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