Escalation Manager - US West Hours - Opportunity for Working Remotely Broomfield, CO

Company: Pivotal
Location: Broomfield
Posted on: January 9, 2021

Job Description:

Business Summary:We are seeking a talented individual to join our Global Escalation Management team as a Regional Escalation Manager (REM) for the US West hours. The position is a highly challenging and visible role focused on improving customer satisfaction during escalated incidents.Job Role:This individual will act as VMware's ambassador to the customer and as the customer's advocate within VMware. The individual would drive escalated issues by coordinating resources both internally and externally. Interface with Executives, Senior Management, Engineering, Sales, and customers to resolve business-impacting situations. The role has a high level of visibility within the company which requires an individual with a high degree of autonomy & strong problem-solving skills.Responsibilities:

• Prioritize & drive escalations to ensure visibility, traction, and resolution.
• Ensure the customer's voice is heard throughout the escalation process.
• Set correct expectations and drive relief and resolution through effective communication.
• Monitor customer issues to determine when escalation and enhanced focus is needed to contain customer frustration.
• Provide regular regional status updates for all escalated Service Requests
• Coordinate resources across Support, R&D, Product, Partners, and other organizations to drive efficient resolution of customer escalations.
• Collaborate with the Global Escalation Management organization and other organizations to ensure process alignment and best practice refinement.
• Drive seamless transfer of the management of an escalated situation into the region and out to the APJ region.
• Create and maintain lines of communication with field teams (SE, Sales, and TAMs).Required Skills:
  • Strong written and verbal communication skills.
  • A strong sense of ownership and an urgency to resolve customer problems.
  • A proven ability to lead and influence cross-functional teams during a tense situation.
  • The ability to manage customer escalations by following set processes and also improvising during abnormal scenarios.Preferred Skills:
    • BS Computer Science or equivalent.
    • Experience as an Escalation Manager.
    • 4+ years experience in a technical support organization preferably of an enterprise software product.Category : Client SupportSubcategory: Technical SupportExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2020-12-02VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com.Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

Keywords: Pivotal, Broomfield , Escalation Manager - US West Hours - Opportunity for Working Remotely Broomfield, CO, Executive , Broomfield, Colorado