how to select the right Escalation Manager

Selecting the Right Escalation Managers

Hiring is one of the toughest challenges any company can face, either large enterprises or new startups. There is a great deal of know-how kind of experience when hiring a Escalation Manager, not all companies have the right processes that can warrant best hires.

At SupportFinity, we streamlined our processes and in-house standards to make sure of having one of the top world-class hiring processes. The magic mix of skills ingredients is what separates a great hire from a not-so-good one. We came to this conclusion through consulting top technical and HR experts in addition to our years of work and exposure with most sophisticated projects across almost all tech verticals and areas of expertise. So you get one of the best recruitment processes to hire a Escalation Manager.

As we have created and crafted a unique method of teams’ customization, we have also perfected our signature model of matching the right skills for our customers to hire either one Escalation Manager or a team of Escalation Managers. We have a long lasting belief in the power of data analytics in creating unmatchable results, thus, we apply our analytical models on our hiring process same as we do in our business model.

Escalation Manager Job Description Template

Escalation Manager

The Technical Escalation Manager is responsible for providing proactive monitoring and client escalation management and in support of our clients with their cloud and product needs. Work with client to test and confirm readiness to deploy remediated solutions to their production environments.


Responsibilities
  • The Escalation Manager is accountable for creating compelling, relevant, effective, multi-touchpoint commerce experiences .
  • Influences positive client outcomes by coordinating and program managing resolution pathways via a cross functional team.
  • The Escalation Manager creates detailed Communication Plans, testable Exit Criteria and complex Project Plans to achieve them.
  • The Escalation Manager actively communicates to internal stakeholders on resolution progress and outcomes.
  • The Escalation Manager helps the organization apply these learnings to avoid having other clients experience a critical situation in the future.
  • Coordinates the response to escalated issues and ensure problems are solved quickly.
  • Drives the communication towards key internal and external stakeholders during escalations. .

Qualifications
  • Strong executive presence, including ability to partner with and effectively influence client managers, directors, VPs, and CMOs.
  • Creative problem-solving skills, including the ability to understand the impact of technical changes.
  • Articulate high-level technical solutions to address business problems.
  • Be the central client point of contact throughout the life of the engagement, beginning during pre-sales.
  • Maintain solid governance, communication and change management with client teams and internal team.
  • Manage the delivery team on a day-to-day basis, maintain the program / project plan, and oversee the delivery process.
  • Previous Program / Project Management experience, ideally within the Software Industry.
  • Ability to frame and communicate technical issues to a broad constituency. .
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Skills Matrix at SupportFinity

These are sets of the must have skills that we care about and put as top requirements needed for hiring first class Escalation Manager.

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Language aptitute metric at SupportFinity
Language Aptitude
We receive requests of hiring from candidates among more than 100 countries. As we bring skills from each and every place in the world, we make sure we have the right match of language proficiency with our clients' requirements. Your Escalation Manager or team of Escalation Managers will have the ...see more
Communication Quality metric at SupportFinity
Communication Quality
The next level of screening we perform at SupportFinity is the communication quality, in this stage we make sure that the Escalation Manager can deliver high quality of communication; especially on the technical aspects of the job. We conduct our assessments to cover multiple aspects of communication ...see more
Personality tests at SupportFinity
Personality Tests
Personality tests at SupportFinity
Technical Excellence

The Best Choice is SupportFinity

We crafted our model very carefully to deliver best value for our clients, hiring first-class freelancers and full-time experts can never be easier. Our model is backed by a proprietary advanced AI and data analytics, thus we are ahead of everyone:

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PriceInstant & FairModerate to HighHighInstant & Fair
QualityVery HighAverage -> AcceptablePoor -> AverageVery High
CommitmentVery High/No RiskPoor/RiskyModerate/Less RiskVery High/No Risk
ConsistencyVery HighPoorAverage -> AcceptableVery High
Time to StartShortestLongVery LongShortest
Effort to StartNo Effort (All Online)HighVery HighNo Effort (All Online)
Customize TeamsAmazingly DoableNot AvailableLimitedAmazingly Doable
Engagement PeriodAlways FlexibleUsually shortUsually LongAlways Flexible
IP ProtectionVery HighLooseLess LooseVery High
Ease of UseVery EasyDifficultVery DifficultVery Easy
ContractingVery EasyComplexVery ComplexVery Easy
Tax & ComplianceNo Effort ComplianceExhaustingComplexNo Effort Compliance
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