Escalation Manager

Job Description

Who We AreMotive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.About the Role:We are looking for an experienced Incident & Escalation Manager to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. You will support customers involved in time-sensitive incidents and manage their overall experience by collaborating closely with customer stakeholders as well as Motives Sales, Customer Success, Technical Support, Product Management, and Engineering teams.What You?ll Do:

• Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis, internal stakeholder coordination & communication, and escalation closure.
• Ensure the flawless execution of the escalation incident resolution process, with transparent communication that drives very high internal/external customer satisfaction levels.
• Cross collaborate with teams within the Critical Incident Center to ensure the proper handoff and smooth transition between teams.
• Closely partner with Internal Departments of Engineering, Operations, Technical Support, Customer Success, and Sales to ensure alignment across the business for escalated issues.
• Developing, implementing, and coordinating key post escalation processes such as post-incident reviews, post mortems, trend analysis, and other key continuous improvement activities.
• Analyze escalation trends and produce strategic recommendations to proactively address systemic issues.
• Report and escalate efforts to resolve complex customer experience problems.

What We?re Looking For:

• 4+ years of account management, incident management and/or escalation management, technical support, customer success, or technical project management experience.
• Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment.
• Proven track record of working collaboratively across the business at all levels to improve the customer?s experience
• Strong customer service with the ability to make good judgments and quick decisions.
• Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
• Passion for solving customer issues and a champion of great customer service.
• Excellent judgment, risk management, and issue mitigation skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to collaborate with peers and work cross-functional as needed with Product, Engineering teams, and Customer Success.
• Sense of urgency and the ability to make timely decisions while considering customer service, business, and technical constraints.
• Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
• Outstanding communication skills: Both Written and Verbal Communication.
• Deep experience leading and responding to complex critical incidents.
• BS or MS in Computer Science or a related technical area is preferred

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Please donotlet an arrest or conviction record prevent you from applying for employment at Motive. Motive considers qualified applicants with arrest and conviction records.Please review our Candidate Privacy Noticehere.#LI-Remote

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