At Cloud Elements our customers experience and making them successful is one of our most important tasks. Given that our customers pay us over time, customer satisfaction, retention and growth are keys to our longevity. As the Technical Escalation Manager, you play a pivotal role in ensuring the de-escalation and ongoing happiness of our customers.

As a Technical Escalation Manager, reporting to our Director of Global Technical Support, you will act as a liaison and coordinate internal efforts to obtain resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity. You will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve customer satisfaction. 

Cloud Elements is a rapidly growing software startup that rewards exceptional work with great opportunities for advancement. You will be a valued part of the team that is tasked with our most important asset - our customers!  

More about this role: 

• You will be the main point of contact and responsibility on selected customer issues and concerns.

• Help identify hot accounts and potential critical issues.

• Drive resolution of technical complex issues working with application stakeholder’s development and business operations teams.

• Influence positive customer outcomes by coordinating with cross functional teams, including Product Management, Engineering, Account Management and Solutions/Onboarding.

• Actively communicate to internal stakeholders on resolution progress and outcomes.

• Discover the root cause analysis of critical problems and help the organization apply these learnings to avoid having other customers experience a critical situation in the future.

• Restore customer confidence in Cloud Elements.

• Monitor and respond in a timely manner to ticketing queues, escalations, defects and emails.

• Work with customers and other support team members to define and escalate well documented product defects.

• Hold scheduled conference calls with key customer accounts.

• Manage customer expectations on status and timelines.

• Responsible for oversight / reporting on all blocking issues, evaluating escalation performance metrics.

What we would like you to have:

• 5 years of demonstrated success in Customer Service, Technical Support, or similar position with a technology vendor, IT service provider or other high tech industry.

• Technical aptitude to learn and support a highly technical product. Experience in Java, Javascript, JSON, APIs, authentication types are all a plus!

• Excellent interpersonal communication, listening, and negotiation skills are a requirement.

• Self-motivated, with a strong attention to detail, and possesses proven time management and multitasking skills.

• Personable, outgoing and community-oriented – enjoy interacting with others (especially geeks!) in professional and social settings

• Excellent communicator – written and spoken. Comfortable and willingness to work in a team environment 

• Great sense of humor, humble and driven!

What we can offer you:

• Challenging work with leading edge technology

• Career growth opportunities

• Benefits - Equity, Medical, dental, 401k, flex time off

• Education and training opportunities, team referral bonuses, catered lunch, powder day, summer hikes, the list goes on!

• Office locations: We have offices in Denver, Dallas, and Hyderabad.  You may also work occasionally from your home office!  

We'd love to hear from you! Please upload your resume and share with us why you think you'd be the perfect fit for our team! Cloud Elements celebrates diversity, we are an equal opportunity employer!