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 related to product, services, and customer experience. This role requires strong leadership and problem-solving skills to drive resolutions in high-stress situations, ensuring customer satisfaction and retention. The manager will analyze escalation trends and report findings to leadership, while also mentoring junior team members and fostering cross-functional relationships.

Responsibilities

• Effectively run multiple escalations or engagements simultaneously, providing meaningful updates to stakeholders.
• Perform deep troubleshooting and problem isolation for major escalations.
• Manage high-complexity customer engagements independently to solve problems.
• Influence stakeholders from individual contributor to middle management levels.
• Work proactively with minimal direction to achieve goals.
• Track multiple projects, prioritize tasks, and manage time effectively.
• Consider the holistic view of customer environments to identify challenges and create resolution strategies.
• Build strong cross-functional relationships and handle difficult discussions constructively.
• Lead escalations and summarize results for various audiences, including technical and leadership.
• Provide mentorship and technical guidance, contributing to best practices documentation.
• Remain calm under pressure and provide clear actionable feedback to peers and management.
• 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.
• Demonstrated 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 prioritize and execute tasks in a high-pressure environment.
• Ability to build relationships and influence senior leadership.
• Capability to have difficult conversations across multiple organizational levels.
• Collaborate with peers and work cross-functionally with Product and Engineering teams.
• Proven knowledge of ITIL frameworks or software development lifecycle, particularly in SAAS.
• Negotiation, mediation, and conflict management skills.
• Strong data analytics and report management skills.
• Ability to manage multiple customer escalations and case documentation.
• 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
• Flexible working arrangements
• Incentive compensation
• Equity or long-term cash awards