Escalation Manager

At Ultimate Software, we have always put our people first. This idea permeates our culture to its core. For over 25 years, it has driven us to create the innovative products and services we offer today. As a result, we enable our customers to put their people first—helping them build the people-centric environments they need to grow and meet their business goals.

This role will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity. The Escalation Manager will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve customer satisfaction.

* 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 * Ensure customer escalations are resolved within agreed upon timelines * Reduce escalation volume * 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 * Prepare and distribute weekly recap reports of all Services and Development Escalations * Support leadership in strategic, business, and operational planning

* Minimum of 5 years’ experience in providing complex SaaS Customer Support, management, and/or supervision * Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving 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 translate complex issues in an understandable, organized way * Working knowledge of Human Resources and Payroll systems * Knowledge of CRM tools, preferably Salesforce * Good working knowledge of MS-Office and Reporting tools **Education/Certification/License:** * BS or BA **Travel Requirement:** * Up to 20%