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Senior Global Escalation Manager

SAS Institute

based on 2 Reviews

5-10 years

Pune

1 vacancy

Senior Global Escalation Manager

SAS Institute of Management Studies

posted 2mon ago

Flexible timing

Key skills for the job

+ 3 more

Serve as customer advocate and primary point of contact for assigned customer(s) who are experiencing Account Level escalations
Jointly define success criteria with customer(s) and communicate to internal SAS as the voice of the customer
Work with other SAS stakeholders to develop a comprehensive plan that will ensure a One SAS experience to the customer
Create and deliver customer communications and conflict resolution until the escalation success criteria is achieved and the escalation is de-escalated or closed
Provide input into the development of the Account Level Escalation Management process and protocols for the team
Make recommendations regarding processes and/or procedures to improve efficiency
Document and or facilitate Root Cause Analysis of Account Level escalation issues and socialize findings
Conduct or participate in Lessons Learned evaluations to ensure gaps in processes are identified. Socialize findings with recommendations to eliminate the gaps
Collect and analyze standard and non-standard data related to assigned escalations

Role Competencies:

Regularly report progress to leadership and key stakeholders via status reports, Executive meetings (internal/external reporting)
Leverage internal knowledge of systems, processes/procedures, methodologies, and best practices to support the business
Build relationships with internal stakeholders that demonstrate partnership, cooperation, and trust
Accountable for ensuring measured and improved levels of customer satisfaction through the successful resolution of customer Account Level escalations.
Champion and advocate for the customer as the liaison during the Account Level escalation experience
All other duties as assigned
You re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Work Location : Position is open to work in SAS global offices based on where the candidate is eligible to work

Required qualifications

Bachelors degree in a relevant field or relevant experience
Minimum of eight years of experience researching, analyzing and/or reporting information related to specific area of assignment.
Strong understanding of SAS Support processes and best practices through understanding of Sales, Customer Success, PSD, RD Cloud Team processes
Exceptional interpersonal and communication skills, with the ability to build strong relationships with clients, internal teams, and senior management
Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions
Strong business acumen and ability to align global support activities with broader Support SAS Company business objectives
Demonstrated ability to identify process optimization and recommend service improvements

Preferred qualifications

Typically requires a minimum of eight years of experience researching, analyzing and/or reporting information related to specific area of assignment
Excellent organizational and problem-solving skills
Ability to manage multiple initiatives simultaneously
Excellent negotiation, facilitation, and presentation skills
Excellent interpersonal, written, verbal, and visual communication skills, with the ability to effectively communicate with a wide variety of audiences, including executives
Excellent attention to detail
Ability to perform well under pressure and produce high results with constantly changing deadlines
Excellent knowledge of Microsoft Office Suite (especially Excel, PowerPoint, Word), MS Project, and SharePoint
Global business perspective
Ability to travel, as needed
An equivalent combination of related education, training and experience may be considered in place of the above qualifications.