Job Description

Escalation Manager, Senior

Department: SaaS

Employment Type: Full Time

Location: Atlanta

Description

Join the Escalation Management team and play a critical role in helping customers achieve successful outcomes when complex business challenges arise. This position serves as a central coordinator during high-impact customer escalations, partnering across multiple Infor teams like support, development, services, product management, customer success, and executive stakeholders to drive resolution plans and restore customer confidence. The role is highly collaborative, customer-focused, and instrumental in ensuring successful customer retention and satisfaction through effective issue management, communication, and cross-functional leadership.

A Typical Day in the Life Includes

• Managing complex customer escalations and driving resolution strategies from initiation through closure
• Coordinating cross-functional teams including support, development, services, product management, and customer-facing organizations to address customer issues
• Developing and communicating recovery plans, progress updates, and resolution strategies to customers and internal stakeholders
• Facilitating collaboration among diverse teams to ensure priorities, ownership, and action plans remain aligned
• Partnering with executive stakeholders and leadership teams to provide visibility into critical customer situations
• Utilizing AI-powered tools to analyze information, create summaries, draft communications, and improve operational efficiency
• Monitoring active escalations and guiding resolution efforts while maintaining strong customer engagement and retention focus

Basic Qualifications

• Experience in escalation management, customer retention, customer support, or a related customer-facing role
• Experience coordinating and collaborating with multiple cross-functional teams to drive business outcomes
• Experience communicating with senior stakeholders and executive leadership audiences
• Experience working within software, technology, SaaS, ERP, or services-driven business environments
• Comfortable using everyday generative AI tools to support research, summarization, analysis, and content creation, while retaining full accountability for accuracy and final judgement

Preferred Qualifications

• Familiarity with Infor products and solutions
• Bachelor’s degree
• Understanding of ERP implementation, support, or services engagements