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Escalations Program ManagerSeattle, WA, United States


Escalations Program Manager

Seattle | WA | United States

The Role

Outreach has created a critical accounts escalation program for customers requiring an elevated level of focus to resolve issues that are placing the customer relationship at risk. The Escalations Program Manager will lead this effort and will be tasked with resolving the customer issues and experience, by leveraging a variety of mitigation options available for customer satisfaction purposes. He/she must have the maturity, confidence, and experience to drive consensus on account plans to ensure enduring account health. We are seeking individuals with project/program management, technology support and/or account management experience to manage multiple escalations. This position is an integral part of Outreach's long-term relationship with its customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed on this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Measures of Success:
Drive to stakeholder consensus on mitigation plans - immediate issues addressed and plans in place ensuring renewal and adoption. Outreach executives and customers are always aware of the status of mitigation program via consistent communication. Customer renews and continues to order from Outreach during and after the escalation.

About The Team

When the question is asked, "what kind of company are you?" our answer will always be, "we are a success company - we are here to make our customers successful." The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include
    • Leading escalations that successfully turn troubled accounts into satisfied customers
    • Serving as the single point of contact within Outreach, interacting at all levels of the organization to understand problems, negotiating solutions, and executing mitigation plans
    • Working in collaboration with all internal teams to ensure that adoption issues are addressed throughout the duration of the customer escalation
    • Routinely interfacing with Outreach's executive staff providing account status and negotiate resources to address customer issues with urgency
    • Highlighting escalation trends to Outreach staff facilitating product, process and business improvements within the company
    • Providing post mortem reports on lessons learned to help the company improve processes to avoid any customer experiencing this same issue again in the future
    • Take a strong leadership position with peers and executives within Outreach, driving issues to closure
    • Quickly develop customized mitigation plans that are thorough and effective
    • Navigate complex internal personalities and competing priorities to get results on behalf of Customer Facing personnel
    • Provide input on existing incident/problem management processes (engineering/products/sales), driving adoption and customer success
    • Performing other related duties as assigned (e.g. on-call duty nights and weekends)

Basic Qualifications
    • Bachelor's degree or equivalent demonstrated related work experience
    • 5+ years of work experience in similar roles
    • 5+ years professional experience in the enterprise software industry
    • Demonstrated ability to manage multiple, simultaneous, cross-functional work streams
    • Demonstrated client relationship and interpersonal skills
    • Excellent communication and presentation skills (speaking, presentations, listening, and writing) and a positive attitude is essential
    • Excellent organizational, analytical, and problem-solving skills
    • Client-focused attitude - a customer advocate
    • Understanding of packaged application software implementation practices
    • Demonstrated considerable understanding of Outreach solutions, company structure and customer success
    • Sought out by client facing teams as an expert in managing difficult/complex client situations
    • Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require immediate decisions
    • Must have ability to work and communicate effectively with both internal and external executives
    • Strong relationship building skills excelling in effective and persuasive presentation of concepts across many communication settings
    • Proactive self-starter with a client-focused attitude / DNA
    • A strong sense of urgency and a dedication to customers: you're constantly seeking a win-win resolution for your customer and for Outreach
    • Strong negotiation and conflict management skills: you know how to work with individuals with differing priorities and you can persuade them to work towards a common goal
    • Relevant technical background, with the logical ability to troubleshoot complex issues with many moving parts
    • Strong leadership and presentation skills, both oral and written, with the ability to articulate and educate other engineers and customers about complex technology in a simple way
    • Flexible schedule and ability to periodically address emergency situations after hours
    • Limited travel may be required

Why You'll Love It Here

• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

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