Senior Escalation Manager

$132,000 - $181,500/Yr

Splunk

Full-time - Senior

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Senior Escalation Manager at Splunk is a key member of the Incident Management Team, responsible for managing high-profile customer escalations and driving them to resolution. This role involves analyzing escalation trends, reporting on customer dissatisfaction drivers, and providing strategic direction during high-stress situations. The ideal candidate will possess strong problem-solving skills and the ability to influence stakeholders at various levels, ensuring a positive customer experience and effective resolution of incidents.

Responsibilities

• Manage and drive to resolution high-profile customer escalations.
• Analyze escalation trends and report back to leadership on drivers of customer dissatisfaction.
• Run multiple escalations or engagements simultaneously, providing meaningful updates to stakeholders.
• Perform deep troubleshooting and problem isolation for major escalations.
• Influence stakeholders from individual contributor to middle management levels.
• Work independently to solve complex customer problems.
• Prioritize tasks and manage time effectively across multiple projects.
• Create strategies for successful resolution of customer challenges.
• Build strong cross-functional relationships and handle difficult discussions constructively.
• Lead escalations and summarize results for technical, customer-facing, and leadership audiences.
• Provide mentorship and technical guidance to peers and junior escalation managers.
• Document status and relevant information within escalation records and tracking tools.

Requirements

• 6+ years of experience in account management, consultation, project management, escalation management, or technical support.
• Effective communication, prioritization, and decision-making skills under pressure.
• Ability to communicate complex ideas effectively, both verbally and in writing.
• Strong customer service skills with a proven track record of good judgment and quick decision-making.
• Ability to build relationships and influence senior leadership.
• Experience in having difficult conversations across multiple organizational levels.
• Collaboration skills to work cross-functionally with Product and Engineering teams.
• Proven knowledge of ITIL frameworks or software development lifecycle.
• Negotiation, mediation, and conflict management skills.
• Strong data analytics and report management skills.
• Understanding of various infrastructure, software, and SAAS platform technologies.

Nice-to-haves

• Experience with tools such as SFDC, Jira, and Confluence.
• Linux OS administration or relevant supporting experience.
• Strong methodical problem-solving skills.
• Knowledge of the software development lifecycle.
• Critical thinking and decision-making abilities.
• Fundamental understanding of Splunk or similar data collection software.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with match
• Paid time off
• Incentive compensation
• Equity or long-term cash awards