The Escalation Manager is a member of the Incident, Escalation and Problem Management Team at Splunk, which leads and handles escalations resulting from product, services, account management, customer experience, adoption and renewal related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction.
The Escalation Manager will be responsible for managing and driving to resolution high profile customer critical issues, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction. This is a senior role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents.
**Responsibilities**:
- Independently drive and monitor complex escalations/incidents from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customer and internal key stakeholders
- Report and escalate efforts to resolve complex customer experience problems
- Lead support response both with the customer and internally to key stakeholders and senior leadership.
- Advise Senior Leadership of any developments and action plans. Sets customer expectations and provides updates regarding troubleshooting and resolution action plan in external communications.
- Provide process improvement recommendations for improving customer experience
- Analyze escalation trends and produce strategic recommendations to proactively address systemic issues
- Review and refine Escalation Management process, protocols, dashboards and run-books
- Restore the customers confidence in Splunk and Splunk products
- Participates in the Incident Commander on-call rotation, that requires management of incidents outside of normal business hours; to include nights, weekends and holidays
**Required Qualifications**:
- 5+ years account management, consultation, project management, escalation management and/or technical support experience
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk
- Strong customer service with the ability to make good judgments and quick decisions
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to build relationships and influence Senior Leadership
- Ability to have difficult conversations with multiple levels within the organization
- Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams
- Proven knowledge of ITIL frameworks (Incident, Escalation, Problem primarily)
- Negotiation, mediation and conflict management skills
- Rotating on-call weekend work as the business requires as well as holiday coverage
- Expected to travel to customer sites as needed. Up to 30% travel expected
- Critical thinking, decision-making ability
- Solid data analytics and report management skills
- Ability to manage multiple customer escalations at varying levels including case documentation
- Understanding of a wide array of software, SAAS platform technologies
- Salesforce, Jira, Confluence, Google suite experience are a plus
**Nice to have**:
- Experience with specific tools (SFDC, Jira, Confluence)
- Knowledge of software development lifecycle
- Critical thinking, decision-making abilities
- Fundamental understanding/overview of Splunk or similar data collection software
📌 Escalation Manager
🏢 Splunk
📍 Sydney