Manager, Customer Care & Escalations Id-3716
United States (Remote)
Professional Services – Customer/Technical Support /Full Time /Remote
Granicus needs a Senior Manager of Customer Care and Escalations. This high-profile position leads an elite team of dedicated professionals charged with resolving high-level customer care issues and escalations from government customer cases and customer-facing teams. This role involves coordinating, tracking and resolving customer service and care efforts and responses for our government customers a a very high-level. Another major responsibility of this position is identifying systemic issues, and driving positive change and resolution for Granicus' customers, Technical Support, and our overall business platforms. You will serve as a crucial link between Technical Support and other internal departments at Granicus, delivering enhanced support to Strategic accounts and Government Experience (GX) Cloud Services customers.
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What your impact will look like here:
- Lead and Supervision: Provide leadership, guidance, and supervision to the Customer Care team, ensuring the effective resolution of customer care issues and escalations.
- Escalation Management: Manage escalations from executives or customer-facing teams, driving towards resolution and identifying root causes of customer experience failures.
- Communication: Effectively communicate with Granicus executives, customer-facing teams, and other departments to address escalations and resolve customer issues promptly and professionally.
- Customer Advocacy: Advocate for customers at the highest levels of the organization, providing detailed root cause analyses and recommendations to top-level executives.
- Root Cause Analysis: Conduct detailed root cause analyses of customer issues and present findings and recommendations to relevant stakeholders for process or technology improvements.
- Reporting: Generate reports on projects, initiatives, and processes under your care, providing insights and updates to relevant stakeholders.
- Quality Assurance: Recognize system and quality concerns contributing to poor customer experiences and communicate them internally and externally as appropriate.
- Coaching and Training: Close the loop on continuous improvement acting on identified issues and fixing them.
You will love this job if you have:
- Bachelor's degree in a relevant field.
- 2+ years of project or program management experience.
- 3+ years of prior managerial experience in Customer Care or professional services.
- Exceptionally strong customer handling and conflict resolution skills.
- Excellent decision-making skills to effectively manage the needs of the customer and business.
- Goal-driven, with the ability to step back and look at the bigger picture and deal with ambiguity.
- A relentless customer-centricity with excellent communication skills, both verbal and written.
- Experience working with, presenting to, and influencing senior executives.
- Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
- Preferred Qualifications:
- Experience working cross functionally with tech and non-tech teams.
- Lean and/or Six Sigma Certified.
- Familiarity with government or public sector environments and processes.
- Proficiency in Spanish and/or French.
Security and Privacy Requirements:
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
$68,000 - $89,000 a year
Salary will vary based on relevant experience, certifications and education credentials in relationship to the position's requirements, and candidate alignment with internal equity.
The Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
Manager, Customer Care & Escalations Id-3716
