Senior Customer Escalation Manager

The Senior Customer Escalation Manager will coordinate Nasuni’s most critical customer escalations, ensuring urgent issues are managed effectively and customer confidence is maintained. This role is broader than just CAP (Critical Account Program), though CAP is a key structured process within it. The Escalation Manager acts as the single point of coordination during crisis accounts, providing executive-level visibility and driving resolution across global teams.

Key Priorities

• Manage critical escalations with enterprise customers end-to-end.
• Own communication and action plans for CAP (Critical Account Program) accounts.
• Coordinate across Support, Engineering, Field, and TAM teams to resolve issues quickly.
• Provide clear, executive-ready updates and contribute to reporting dashboards.
• Ensure global coverage for U.S. East Coast and West Coast time zones through flexible scheduling.

Ideal Candidate

An experienced escalation leader with strong communication and organizational skills, able to manage high-pressure customer situations, align global teams, and ensure executive visibility. Familiarity with Salesforce, Confluence, and enterprise SaaS/cloud technologies preferred.

Job Description: Senior Customer Escalation Manager - IIC (India Innovation Center)

Summary

The Senior Customer Escalation Manager is responsible for coordinating Nasuni’s most critical customer escalations, situations where a customer’s business is at risk due to technical, operational, or product-related issues. This includes managing urgent action plans, ensuring clear communication, and driving resolution across multiple teams.

One key part of this role is managing accounts enrolled in Nasuni’s Critical Account Program (CAP). CAP is a structured process for customers experiencing severe impact. It requires heightened visibility, cross-functional coordination, and executive-level communication.

This role requires flexibility to collaborate across global time zones and to be available US East and West Coast working hours when needed. The Escalation Manager will participate in a coverage model that ensures support for both U.S. East Coast and West Coast business hours.

Core Responsibilities

• Lead customer escalations end-to-end, ensuring timely resolution and consistent communication.
• When a customer is enrolled in the Critical Account Program (CAP):
• Serve as the CAP Manager for the account.
• Define and document the problem statement, business impact, and severity.
• Create and maintain an action plan that aligns Support, Engineering, and Field teams.
• Provide daily or weekly updates (depending on severity) to customers and internal stakeholders, including executives.
• Act as the single point of coordination for internal teams during escalations, ensuring alignment and accountability.
• Document updates and actions in Salesforce, Confluence, and Slack channels.
• Contribute to executive reporting dashboards with accurate, up-to-date information.
• Participate in closure reviews and Post Action Reviews (PARs), capturing lessons learned.
• Provide coverage that aligns with U.S. East Coast and West Coast time zones, including participating in a rotating schedule to ensure continuous escalation management.

Qualifications

• 9 to 12+ years in technical support, escalation management, customer success, or program management.
• Strong written and spoken communication skills, with the ability to communicate confidently with both executives and engineers.
• Experience in handling high-pressure customer situations.
• Familiarity with enterprise SaaS, cloud infrastructure, or storage technologies preferred.
• Strong organizational skills and ability to manage multiple escalations simultaneously.
• Comfortable working in a global team across time zones.
• Flexibility to work in shifts or staggered hours to provide global coverage across multiple time zones.

Preferred Skills

• Experience with Salesforce, Confluence, JIRA, or other case/project management systems.
• Prior experience in a global escalation or incident management function.

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