Strategic Program Manager, Customer Escalations

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Job Category

Program/Project Management

Job Details

Our Strategic Programs team is at the heart of our rapidly growing Customer Success organization, connecting the teams and initiatives within CS. We create and execute best-in-class programs to amplify our Customer Success efforts and maximize customer value. We are looking for an Escalation Program Manager to join the team!

The Strategic Program Manager, Customer Escalations manages internal escalations for our most strategic customers resulting from adoption, value, sponsorship, product, services, and customer sentiment. This role brings strategy, structure, executive attention, and additional internal resources to customer situations that would otherwise result in a high level of customer dissatisfaction. As the first person stepping into this role, you’ll partner closely with the Customer Health Program Manager and your leader to build and define this function. 

You’ll be an integral team member for our Global CS Organization, helping us achieve best-in-class customer retention rates. 

Responsibilities:

• Manage all types of escalations for our largest at-risk customers, collaborating with Success Managers and CS leadership, aligning the proper playbooks, internal resources, and/or escalation path to help resolve the issue

• Work with internal teams to collaborate, drive prioritization, analyze, and resolve complex issues

• Build and manage Slack leadership escalation paths

• Know when, how, and the most effective ways to communicate awareness and asks to executives and influence their actions

• Develop trusted relationships with the leadership team across the organization

• Provide consultative advice when issues arise based on cross-functional knowledge of the organization and historical resolution paths

• Understand the impact of each escalation to our business and use this to aid in quantifying the need for resources from other teams

• Track and communicate status and resolution to Slack leadership in a factual, professional, timely and consistent manner

• Partner with Customer Health Program Manager to build trend reporting and influence risk resolution strategies

• Define action plans and follow through with complete documentation to issue closure

• Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue

• Conduct operational reporting to measure metrics of success

• Work cross functionally with technical and customer-facing teams to build and manage an incident response program

• Manage escalations that result from incidents

Requirements:

• 10-12+ years of professional experience, preferably in a customer-facing role such as account management, consultation, or escalation management

• Very strong program management skills who can identify and solve problems quickly with minimal management guidance

• Track record of successfully managing their own customer escalations 

• Prior experience building something new 

• Track record of data-driven decision making 

• Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.

• Ability to manage several competing priorities and stakeholders 

• Strong technical aptitude and knowledge of the Slack product and platform 

• Customer-obsessed and puts our customers at the forefront of everything you build

• Highly organized and self-motivated to create and execute on new programs 

• Team player who can take on programs in various stages of completion and run 

• Comfort in ambiguity of changing priorities and flexibility to new ideas within a fast paced environment

• Strong attention to detail and craftsmanship, with a knack for prioritization and scoping

• Curiosity about how things work, with the ability to anticipate problems or spot areas for improvements.

• Experience building trusted advisor relationships with senior management

• Possesses exceptional written and interpersonal communication skills, and able explain your work clearly and concisely to stakeholders

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