Escalation Manager

Quantum Corporation leads the world in helping users collaboratively solve some of the world's hardest computer challenges. Whether its wrangling Petabytes of data for cutting edge movie production, managing global content production workflows, exploring new sources of energy, or managing oceans of content and blending collaborative high-speed workflows with cutting-edge object storage, Quantum has the tools and technology to help you engineer the solution that works now - and preserves your work for decades to come. You are applying to an exceptional team that contributes to enhancing our position as a proven global expert in data management.  

The Escalation Manager leads the charge on resolving major customer issues, coordinating with support, engineering, and other teams to create clear action plans and keep communication on track. You own customer satisfaction throughout the process—tracking progress, preventing future escalations, and documenting everything in the CRM. When not managing urgent cases, you focus on improving processes, monitoring case quality, checking in with customers, and helping the team stay productive. It’s a fast‑paced, collaborative role centered on keeping customers supported and driving continuous improvement.

Job Duties:

• Manage the resolution of customer escalations and work with support teams to develop technical action plans, contingency plans and customer communication plans as needed.
• Own responsibility for customer satisfaction.
• Lead the escalation team.
• Obtain additional resources, as needed.
• Obtain customer approval for the action plan.
• Work cross organizationally with Engineering, Sales and other groups as required to minimize high impact customer situations.
• Regularly communicate the status of problem resolution efforts to the customer, as well as Quantum Executives, Senior Management, and other stakeholders.
• Prevent and manage potential high impact customer situations.
• Develop action plans based on root cause analysis.
• Involve other experts and organizations as necessary.
• Produce monthly escalation report
• Perform root cause analysis (RCA) on recurring problem trends with customers.
• Document action plan and all communications steps within our CRM
• Coach support staff on escalation prevention techniques including styles of customer communication.
• Review, inspect and drive improvements with the teams related to usage of call handling and other business systems.

Time not spent on escalations should be spent performing proactive actions:

• Follow up with customers and check satisfaction with resolution.
• When issues are found, work to determine corrective action and help with execution on the action.
• Continuously inspect, monitor and work to improve the quality of customer cases.
• Monitor customer cases that are being worked by the team and take steps to proactively address issues that aren't progressing.
• Work on process improvements to help streamline and improve efficiency and effectiveness.
• Drive productivity by helping to prioritize and distribute the workload. We welcome driven folks who want to join a growing, fast paced team. It is an exciting time at Quantum! 

Job Requirements:

• Five or more years in technical escalation and/or Customer Experience management.
• Participate in Oncall Rotation
• Demonstrated ability in performing in a 7x24 support environment.
• Available nights and weekends as needed for critical situations.
• Able to be onsite at our Centennial, CO office Tuesday - Thursday during core business hours (10am - 4pm local).
• Demonstrated crisis management and project management skills.
• Thrive on solving difficult problems in often hostile environments.
• Excellent written and verbal communications skills, strong organizational skills, creative problem-solving skills and a positive attitude.
• Strong interpersonal skills, with ability to communicate at all organizational levels, including cross functional communication.
• Familiar with data storage technology and technical vocabulary.
• Willingness to learn new technologies and share that knowledge.
• Ability to multi-task between several critical customers’ situations at the same time.
• Detail oriented
• Process Driven
• Hands on management style
• Customer service and customer experience driven
• Process development
• Highly organized

 Critical Success Factors:

• Ensure outstanding customer satisfaction.
• Clear and timely customer and internal communication.
• Ability to work independently as well as collaborate with cross-functional teams in a fast-paced and constantly changing environment.
• Strong understanding of business processes.
• Ensures compliance with corporate escalation policies and procedures.
• Fosters a strong relationship between all functional teams that have a stake in the customer relationship, such as Sales, Field Support, Technical Support, Sustaining Engineering and Development.
• Proactively communicates escalation potential to Support Management Sales and Field management.

Quantum provides a diverse portfolio of health plans for medical and prescription, dental, vision, life, disability and supplemental medical insurance options. We also support our team members' efforts to develop and maintain a healthy lifestyle through reimbursement and educational programs. Quantum offers a company-matched 401(k) plan to help employees save for retirement in a tax-advantaged way. We also have an Employee Stock Purchase Program for purchasing Quantum stock at a discounted rate. 

Anticipated Earnings Range: $70,000 to $90,000

The above pay range represents Quantum's good faith and reasonable estimate of possible compensation at the time of posting. Pay within or outside of the range will be based on a variety of factors, including but not limited to, relevant experience, knowledge/education, skills/abilities, internal equity, and budgetary considerations. 

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