Escalation Manager

General information Country Philippines City Manila Job ID 40025 Department Customer Support Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid Description & Requirements Infor Support Escalation Managers (SEMs) act as a liaison with Infor internal teams and customers, to determine the validity of multiple customer support incidents escalated as critical to the completion of a project or milestone; showstoppers. Oversee the resolution of validated incidents via Support interaction, hot fix, or sufficient workaround to ensure that project milestones are met. The SEM is responsible for providing proactive monitoring and customer escalation management in support of our customers with their cloud and product needs. The SEM will work with all necessary contacts within the Infor organization to gather information about the critical problem to report back to the customer leadership team. Ensures that the required Infor resources are engaged and working toward resolution of validated critical issues. Being an SEM exercises a large degree of individual discretion. Requires a thorough knowledge of the Infor products/services offered and extensive customer service skills. Drives resolution to moderately complex aspects of a project.
Essential Duties:

• Manage customer prioritized incidents validated as critical to completion of a milestone and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Ensure customer incidents are validated as critical to a customer project milestone and are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and change.
• Reduce escalation volume, by identifying and assisting in Route Case Analysis
• Lead improvements by proactively monitoring trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources. Provide supporting data/material to Support leadership in strategic, business, and operational planning. Provide clear and timely communications to relevant Infor contacts (Leadership, CSMs, Support Managers, Hyper Care, Customer Advocacy, PM’s, etc.) Coordinate relevant Infor Staff to test and confirm readiness to deploy remediated solutions to their production environments.

Basic Qualifications:

• Bachelor’s Degree or equivalent experience
• 4 - 7 years’ experience working in support capacity within the software or high-tech industry
• 3 years’ experience managing critical customer issues and negotiating/setting expectations for customers with senior management
• Ability to navigate complexity and cross-functional solutions
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels to improve the customer’s experience
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and customers. Able to manage relationships with peers and managers as it relates to Support and Services.
• Demonstrates advanced analytical skills to analyze data, do research, diagnose and solve diverse technical problems.
• Highly developed time management, decision making and organizational skills; consistently insures most effective and timely delivery of service to customers.

Preferred Qualifications:

• Infor CloudSuite knowledge or experience
• Experience working with key technology partners and vendors
• Industry knowledge and experience
• Previous experience handling escalations in a Support environment

About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.