Regional Escalation Manager (REM)

For one of the leading product development company based out of Bangalore

Regional Escalation Manager (REM)

The REM is a highly challenging and visible role focused on improving customer satisfaction with escalated incidents. This individual will act as VMware’s ambassador to the customer and as the customer's  advocate within VMware; Engage and help drive escalated issues by coordinating the correct resources both internally and externally to interface with Senior Management, Engineering, Sales and Customers to resolve business and technical issues on all products and services.

Responsibilities:

• Act as the primary interface for local escalation management with regards to customer escalations.
• Prioritize & drive escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure.
• Ensure the customer’s voice is heard throughout the escalation process.
• Set correct expectations and drive relief and resolution through effective communication.
• Monitor customer Problem Reports (PR’s) and work with the Global Escalation Manager and engineering to ensure appropriate resources have been allocated and the SR’s/PR’s are being actively handled in an appropriate manner.
• Provide regular regional status updates for all escalated Service Requests.
• Identify, trend, document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends.
• Collaborate with the infrastructure functions required in escalations management.
• Analyze escalation performance metrics.
• Collaborate with the Global Escalation Manager and other REM’s to ensure process alignment and best practice refinement.
• Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams.
• Create and maintain lines of communication with field teams (SE, Sales, and TAMs).
• Travel to customer sites and VMware offices as required.
• Take an active role on escalated critical customer issues as may be required.

Skills & Requirements:

• Experience: 7 – 14 years
• Customer Focus
• Display a strong sense of urgency
• Strong written, verbal communication and presentation skills
• Ability to drive escalations through defined process to resolution
• 5-7 years in technical support preferably of a software product, and ideally an enterprise software product
• Strong negotiation skills
• Strong conflict management skills
• Demonstrated experience influencing people across functional boundaries
• Demonstrated effectiveness working with global or international operations
• Ability to work effectively in high stress situations
• BS Computer Science or equivalent

Reporting to: Senior Manager

If interested, then pl send across your updated CV to s.saloni@addwiser.biz