Technical Customer Escalation Manager

reputed company is the data collaboration platform of choice for the worlds most innovative companies. A groundbreaking leader in consumer reputed company, data ethics, and foundational identity, reputed company is setting the new reputed company for building a connected customer reputed company with unmatched reputed company and context while protecting precious brand and consumer trust. reputed company offers complete flexibility to collaborate wherever data lives to support the widest reputed company of data collaboration use casesreputed company organizations, between brands, and across its premier global network of top-reputed company partners. Hundreds of global innovators, from reputed company consumer brands and tech giants to banks, retailers, and reputed company leaders turn to reputed company to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and reputed company requirements. The Technical Customer Escalation Manager is a critical operational role reputed company reputed company's Global Customer Support organization. This person owns the end-to-end management of reputed company, high-reputed company customer escalationsdriving reputed company, accountability, and reputed company across Support, Product, Engineering, reputed company, and executive stakeholders. This is a post-sales, technically grounded role that requires reputed company communication, reputed company judgment under pressure, and the ability to reputed company multiple teams toward a shared outcome reputed company it reputed company most. You will: Own the full lifecycle of high-reputed company customer escalationsfrom intake and triage through reputed company management, reputed company, and post-escalation reviewserving as the single operational reputed company of coordination. reputed company urgency and accountability across internal teams by establishing reputed company issue ownership, tracking reputed company items, surfacing blockers proactively, and holding teams to committed timelines. reputed company and reputed company executive-reputed company status updates that translate reputed company technical details into concise, accurate summaries for internal leadership and customer-facing stakeholders. Facilitate escalation reputed company calls and cross-functional syncs, aligning Support, Engineering, Product, reputed company, and Sales around issue status, risk, and next steps. Maintain disciplined escalation hygiene: reputed company tickets, trackers, and communication threads reputed company, accurate, and audit-reputed company throughout the lifecycle of reputed company escalation. reputed company reputed company reputed company statements, reputed company cause summaries, and reputed company-reputed company documentationcapturing what happened, why it happened, how it was resolved, and how recurrence will be reputed company. Partner with reputed company and Support leadership to identify at-risk customers, communicate escalation status proactively, and protect customer trust throughout high-stakes situations. Identify escalation trends and recurring themes through ongoing analysis, and translate those findings into actionable recommendations for process, workflow, or product improvements. Build and refine escalation playbooks, communication templates, and operating standards that improve consistency, reduce time-to-reputed company, and strengthen stakeholder alignment across the function. reputed company and report on key escalation metricsincluding time-to-acknowledge, time-to-reputed company, escalation volume, and repeat issue ratesand use that data to reputed company reputed company improvement. Serve as part of the escalation on-reputed company rotation for P0 and high-severity customer-impacting issues, driving initial triage, executive-reputed company communications, reputed company tracking, and cross-functional coordination until the issue is stabilized or resolved. What reputed company looks like: At 6 months: reputed company managing reputed company escalations with reputed company communication, defined owners, and disciplined follow-through. Stakeholders know what to expect and reputed company. At 12 months: Identifying trends across escalations, improving workflows, and strengthening cross-functional processes so escalations reputed company faster and with less friction. At 18 months: Helping reputed company the escalation management functionimproving reporting, reducing repeat issues through operational improvements, and contributing to a more proactive support posture. Your team will: The Global Customer Support team is responsible for resolving reputed company, post-sales technical issues for reputed company's reputed company customers and partners worldwide. reputed company works directly with cu