Manager, Customer Escalations

4 weeks ago

Remote, Canada Auvik Networks Full time

**Why should you consider joining Auvik?**:

- **You want to work at a company that is building impactful, relevant technology.** Auvik's network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It's more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.
- **You want to work with a leadership team who are transparent and trustworthy.** Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.
- **You want to work with a product customers love.** People rave about what we've built—our latest NPS was 57 (phenomenal). Our customers are smart, aspirational, and highly technical. It pays to get the details right.
- **You want regular opportunities for learning and growth.** With ongoing feedback from leadership, you'll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you're prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.
- **You want the flexibility to manage your work, your way. **We're a fully distributed team and we're prepared to continue to support working from home (or the space you choose). We trust you to get the job done where you feel most comfortable and effective.

**What's this role about?**

As the Manager of Customer Escalations you'll spend your time leading and mentoring a team of tier 2 network support specialists as they help internal and external customers resolve their technical product issues. In addition to that, you'll be the primary point of contact for customer escalations, and will coordinate cross functional resources internally whenever our products are experiencing disruptions that significantly impact our customers' businesses. You'll use your experience in Technical Support to create a culture focused on delivering outstanding customer experiences while implementing processes that help address customer questions and concerns in an accurate and timely manner. You'll also act as a customer champion across the company, sharing feedback about how our customers interact with and use our product.

**What will I be doing?**
- Lead, coach, and develop our Tier 2 Support Team of Network Support Specialists and Technical Support Specialist
- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
- Participate in unscheduled emergency coordination of various teams required for incident management (can happen outside of regular business hours)
- Reduce escalation volume and ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and change.
- Collaborate with the other Support leaders to improve team efficiency and effectiveness (tools, processes, etc.)
- Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations, and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
- 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.
- Ability to translate technical concepts to peers, management, leadership and customers.
- Support leadership in strategic, business, and operational planning.
- Work with clients to test and confirm readiness to deploy remediated solutions to their production environments.

**What are we looking for?**
- Proven experience in providing complex SaaS customer support, management, and/or supervision.
- Analyze data to draw first-order conclusions and understand this year's business challenges.
- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving remote based team environment.
- Proven track record of working collaboratively to improve the customer's experience.
- Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
- Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
- Able to manage relationships with peers and managers as it relates to support and services.
- Ability to navigate complexity and create collaborative, cross-functional solutions.
- Strong communication, presentation, and relationship management skills.
- Able to tra

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