Principal Escalation Manager

Principal Escalation Manager

 

 

Location: Europe-Based ( Office, Hybrid, Remote)

 

Position Summary:

 

As a Principal Escalation Manager in this role, you will take the lead in managing critical situations, ensuring a swift and effective resolution. This role is highly challenging and will serve as the primary point of contact for stakeholders, providing timely updates & ensuring accountability. Your role will be pivotal in overseeing critical and strategic escalations, aligning resources, and crafting clear action plans that result in successfully de-escalating situations and providing a path forward for Bentley’s strategy at our key users. You’ll be at the forefront of driving complex cases to resolution and championing a culture of continuous learning and improvement by sharing lessons learned with customers and internally. You will ensure the customer’s voice is heard throughout the escalation process. Set correct expectations and drive relief and resolution through effective communication. 

 

 

We will rely on you for the following:

• Take ownership of critically escalated cases, guiding them to a rapid and careful resolution. 

• Manage expectations with a clear problem definition, de-escalation objectives, and a detailed action plan. 

• Analysing and identifying trends, identifying patterns in customer escalations to improve processes and prevent future issues 

• Collaborate across the business to align the necessary resources for resolving escalations and work with senior directors and Bentley’s C suite. 

• Serve as the primary point of contact during escalations, providing timely updates to all stakeholders. 

• Analyse escalation performance metrics and quality trends to make recommendations for process and product improvement. 

• Communicate effectively with stakeholders, ensuring accountability and adherence to the action plan. 

• Being a subject matter expert and staying up to date on products and services, and acting as an expert on them  

• Validate and quantify the impact of escalated cases, including cost implications upon de-escalation or closure. 

• Conduct thorough reviews post-escalation to share lessons learned and identify continuous improvement opportunities. 

• Collaborating with teams working with cross-functional teams to find solutions and coordinate resources 

 

 

What You Bring to The Team:

 

• Over 10 years of experience in SaaS/Software or related high-tech industries, management consulting, or handling escalations.
• Bachelor’s degree in Business, Information System Management, Engineering, or related fields.
• Strong ability to influence and collaborate, ensuring successful resolution in challenging, high-risk situations.
• Passionate customer advocates who empathize with customers, prioritize their needs, and understand the business impact and criticality of issues.
• Excellent communicators with a strong executive presence and the ability to present complex information clearly.
• Problem solvers who can quickly assess complex issues, identify root causes, and facilitate successful escalations.
• Proactive and curious individuals who are self-motivated to lead improvement initiatives.
• Professionals who are resilient, calm under pressure, and experienced in managing escalations.

 

What would make you stand out: 

 

• Experience with ServiceNow