Matillion
Denver, CO
Remote

Support Escalation Manager at Matillion

| Greater Denver Area | Remote
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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor.

Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions.

As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are confident without arrogance, customer obsessed and care about our people and our communities. We are looking for people to join Matillion who share our integrity, drive and passion.

We are now looking for a Support Escalation Manager to join #TeamGreen in the US. The role can be based from our Denver-HQ, or remotely across the US.

Responsible for coordinating the efforts to resolve critical customer issues, major interruptions and client-impacting events. Coordinating and engaging with other teams such as Sales, Professional Services, Support and Engineering is critical to effectively solving these important situations.

What you will be doing;

Provide incident and escalation management

  • Responsible for managing support Escalations in partnership with engineering, product, Success Management, Technical Support, customers and partners until resolution 
  • Own the escalation process from point of escalation to resolution along with action and communication plan
  • Proactively monitor the support queue to help the support management team resolve incidents from high priority customers before they are escalated
  • Responsible for customer satisfaction
  • Ensure escalations are fully documented and work with the case owners to ensure that the case is documented and executed correctly
  • Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation.
  • Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls and deliverables, and interpret trend/regression patterns. Meet deliverable timelines based on pre-scheduled activities and events, such as customer, team, and executive updates.
  • Manage customer-facing communications for Incidents, explaining the details of disruption, the impact on customer applications and how we are working towards a resolution.
  • Create and execute a data-driven customer get-well plan.
  • Develop strong partnerships internally with Sales, Services, Support and EngineeringView problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders.
  • Effectively advocate for required solutions to provide the best customer experience.
  • Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation.
  • Assist with Critical Account Program.

Enhance operational efficiency

  • Coordinates all the resources required to resolve an escalation
  • Creates new escalation records, analyzes the customer requirements and creates an action and communication plan for the escalation.
  • Participate as required in R&D and Support initiatives and meetings.
  • Participate in on-call rotation.
  • Leverages data, metrics and open feedback to make operational, tactical decisions towards resolving escalations and incidents.

What we are looking for - Essential

  • Enjoys working with a high-performing, fast-paced team.
  • Works with a high degree of integrity, accountability, attention to detail, planning expertise, and execution.
  • The ability to understand proactive and reactive data points and develop a plan of action for a customer is a critical factor for success.
  • A thorough understanding of business impacts related to technical issues.
  • Excellent contextual interpretation and writing skills, including the ability to effectively summarize pages of information into concise and readable paragraphs.
  • Technically competent in Cloud environments, Data Warehouse architectures and Software development methods. 
  • Project Management skill
  • Ability to understand and translate technical information and issues into business cases, impacts, and risks that can be easily interpreted by the customer. 
  • Demonstrates strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives.
  • Understands both proactive and reactive escalation management practices and how to analyze and apply data to a decision-making process.

Personal Capabilities Required, e.g. skills, attitude, strengths

  • A passion for customer service
  • A great love for helping people, both externally and internally
  • Inquisitive
  • Keen to learn
  • Able to independently investigate and understand problems
  • Some flexibility in working hours will be useful
  • Attention to detail, especially with regard to documentation, audit, and data quality

Find out more about Matillion and our core company values.

Our Benefits
- A truly flexible & remote working culture
- A culture that promotes work-life balance
- Company Equity
- Access to mental health support
- 15 days PTO that increases to 25 after 12 months of service
- 5 days paid volunteering leave
- Health insurance
- Life insurance
- 401K
- Career development with monthly "hackdays" and access to a Udemy account
& much more!

We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch.
Alternatively, if you are interested in Matillion but don't see a suitable role, please email [email protected]

Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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Where we are

Our company is in a great area with plenty of bars and restaurants. Plus, the office is easy to get to with various train and bus stops being close by

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • SpringFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen
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What are Matillion Perks + Benefits

Matillion Benefits Overview

At Matillion, we care about our people and our communities. We invest in our employees by rewarding all
permanent Matillioners in both the UK and the US with a whole host of rewards and benefits. When we say
our team is our most important asset, we mean it. Our benefits include company equity, flexible working, generous leave, volunteering days, private healthcare, 401K to name but a few.

Culture
Volunteer in local community
We offer 5 days volunteer leave per year for each team member.
Partners with Nonprofits
Matillion partners with Brent's Place in Denver and Wood Street Mission in Manchester.
Friends outside of work
Eat lunch together
Intracompany committees
We have recently launched a new initiative called Matillion Together, where a group of Matillioners come together and focus on diversity and inclusion strategies.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
We have invested this year significantly into our talent acquisition efforts and having established Matillion Together, we use MindGym which is a UK external company for our training.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
We have made a conscious effort this year to partner with external organisations and recruitment agencies that focus on getting Women into Tech including into our Engineering and Sales teams.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FSA contributions are directly deducted from your payroll. This is used for pre-tax dollars to pay for out-of-pocket healthcare.
Disability Insurance
Dental Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Vision Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Health Insurance Benefits
Matillion pays 100% of our team members health insurance and 80% of their family members
Life Insurance
Life insurance is equal to 4 times an employee's annual base salary.
Wellness Programs
Everyone at Matillion get's access to HeadSpace and has their own personal account.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Matillion provides 12 weeks full pay for the primary caretaker and 4 weeks full pay for the secondary caretaker. There is additional options for extended unpaid leave too.
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions with more and more roles becoming fully remote. We offer at least 2 days a week from home outside of Covid times
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of unpaid family medical leave.
Adoption Assistance
Matillion provides 12 weeks full pay for the primary caretaker and 4 weeks full pay for the secondary caretaker. There is additional options for extended unpaid leave too.
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
We offer 15 days PTO at Matillion and after 12 months of service, this increases to 25 days.
Paid Volunteer Time
Our employees receive 5 days per year of paid volunteer time.
Sabbatical
Eligible employees get 4 weeks of paid sabbatical after their first 5 years of working at the company. You can also take an additional 4 weeks unpaid at this time too.
Paid Holidays
Paid Sick Days
Matillion offers a standard sick leave and additional sick leave; - Standard - up to 40 hours per year - Additional - after 3 months of service, you will be given 3 weeks
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Matillion hosts an annual Super All Hands event where everyone's travel, expenses and hotels is paid to attend.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Matillion offers team members professional development opportunities like Onsite training courses alongside a UDEMY license. The ability to attend job related conferences and seminars is available.
Diversity Program
Lunch and learns
Various departments and teams host lunch and learn meetings at different times of the month.
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Matillion has 'DEAL' (drop everything and learn) Wednesday once per month alongside a Hack Day on the last Friday of every month where the team are encouraged to set aside time for their own learning.
Online course subscriptions available
Paid industry certifications
Matillion allows team members to complete certain certifications and if passed first time, can be reimbursed.

An Insider's view of Matillion

How would you describe the company’s work-life balance?

At Matillion, we work really hard. It's not easy building a high growth tech business but we're encouraged to work flexibly to incorporate exercise, walks, anything we need to our days. You can flex your schedule to fit what's going on in your life and it's so nice you can do it when needed.

Nicola

Talent Acquisition Manager

What's the biggest problem your team is solving?

We are focused on helping customers derive more value from their data.
The most data-driven companies in the world are turning to our cloud data warehouse partners to work with more of their data than ever before, but they need an intuitive way to get their data into the right format - this is where our team comes in.

Joe Yesunas

Director, Commercial Sales

How has your career grown since starting at the company?

I joined Matillion as an SDR soon after graduating and have grown exponentially over the past 2.5 years. Not only have I been promoted twice since starting, but I've been given the opportunity to take on responsibilities beyond the traditional scope of my roles to help hone my leadership skills and cross-departmental understanding of business.

Dan

Senior Commercial Account Executive

How do your team's ideas influence the company's direction?

We believe across Matillion that the best ideas come from our team. We have regular ideation sessions, open forums and a platform to share ideas and feedback. Some great initiatives have come out of this.Our Better Together charity and well-being event was a huge success, as was the creation of a DEI team run by volunteers from across Matillion.

Vicki

VP People Ops

What makes someone successful on your team?

A successful Matillioner cares about the team and their colleagues, first and foremost. They show empathy and pitch in to help when it's needed, even if it is not their role. In addition, the most successful people at Matillion can both think AND do. They think in terms of the "art of the possible" and at the same time create and execute short-term

Sonya

Senior Director, Demand Generation

Jobs at Matillion
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