This role will serve as a key liaison between customers and internal teams, ensuring technical support issues are managed with urgency, clarity, and accountability. The Escalation Manager will focus on resolving complex customer challenges related to information security and technology implementations, while helping maintain strong customer confidence. In this highly cross-functional position, you will coordinate with stakeholders across the organization to drive issue resolution, improve account performance, and support successful delivery outcomes.
Location: Remote
Compensation: $131,947 – $180,613 annually
Responsibilities
- Meet regularly with assigned accounts to understand customer issues and implementation schedules
- Develop plans with customers to mitigate delays and resolve issues
- Periodically visit customers to gather feedback on solution performance
- Serve as the primary voice of the customer within the organization
- Lead cross-functional efforts to ensure customer satisfaction
- Attend regional business review meetings to provide account progress updates
- Develop and propose strategies for account improvements
- 8+ years in a customer-facing technical role in information security or technology
- Hands-on experience with key management, data protection, encryption, and hardware security modules
- Strong leadership and influencing skills
- Ability to manage multiple operational programs from inception to implementation
- Excellent written and verbal communication skills
- Strong interpersonal skills and customer empathy
- Highly organized with the ability to balance multiple projects in a fast-paced environment
- Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, and travel insurance
- Retirement Savings Plans with company contributions and no vesting period
- Paid holidays, vacation days, and sick leave
- Voluntary Life, AD&D, Critical Illness, and Long-Term Disability options
- Employee Discounts on home, auto, and gym memberships