Incident and Escalations Manager - Remote - US
SamsaraPosted February 7, 2025
Remote
Energy Management$95,498 - $128,400
Full Time
Job Description
The Escalation Manager at Samsara will provide high-level support for customers facing urgent issues, managing escalated incidents and ensuring effective communication between stakeholders. This role involves collaborating with various teams to enhance customer experience and drive resolution of critical escalations.
Responsibilities
- •Manage the lifecycle of escalated incidents as the single point of contact for customers and internal stakeholders.
- •Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales.
- •Develop and implement key post-escalation processes such as post-incident reviews and trend evaluations.
- •Establish and maintain escalation standard operating procedures (SOPs) in accordance with industry best practices.
- •Build and monitor escalation KPIs and relevant reporting for escalated incidents.
- •Drive and manage incident review meetings focused on critical major escalations with senior executives.
- •Champion and embed Samsara's cultural principles within the team.
Requirements
- •5 years of customer facing escalation management experience in fast-paced software technology environments such as SaaS, PaaS, or IoT.
- •Demonstrated project management experience with an ability to influence stakeholders to achieve desired outcomes.
- •Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints.
- •Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority, up to and including senior executives.
- •Excellent English language verbal, written, communication, and receptive listening skills.
- •Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication.
- •Experience working with ticketing systems such as Zendesk and Salesforce.
Benefits
- •Compensation/salary range: 95,498 - 128,400 USD
- •Flexible working model (remote and in-person options)
- •Health benefits
- •Employee-led charity fund (Samsara for Good)
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