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 position requires strong problem-solving skills, the ability to influence stakeholders, and a holistic understanding of customer environments and Splunk's products.

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 contributors to middle management levels.
• Work proactively with minimal direction.
• Track multiple projects, prioritize tasks, and manage time effectively.
• Identify challenges in customer environments and create strategies for resolution.
• 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.
• Document status and relevant information in escalation records and tracking tools like Jira, Confluence, and SFDC.

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 prioritize and execute tasks in a high-pressure environment.
• Skill in building relationships and influencing senior leadership.
• Capability to have difficult conversations across multiple organizational levels.
• Collaboration skills with peers and cross-functional teams, including Product and Engineering.
• Knowledge of ITIL frameworks or software development lifecycle, particularly in SAAS environments.
• 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 including remote options
• Incentive compensation
• Equity or long-term cash awards