Escalation Manager, Senior

Department: SaaS

Employment Type: Full Time

Location: Atlanta

Description

A Typical Day in the Life Includes:

• Escalation leadership & resolution: Take decisive command of critical escalations end-to-end — qualifying incoming escalations, setting direction, leading the resolution team and serve as the final decision-maker (in alignment with key stakeholders), removing blockers and driving to closure with urgency and clear accountability. 
• Resolution planning & execution: Build and manage structured resolution plans with defined owners, deadlines, and prioritized actions — running the equivalent of a war room when the situation demands and conducting root cause analysis to prevent recurrence. 
• Stakeholder communication: Own all communication throughout the escalation lifecycle — synthesizing complexity into clear, timely updates for executive stakeholders, customers, and internal teams alike, and preparing executive summaries for senior leadership. 
• Resource mobilization: Rapidly identify and deploy the right Subject Matter Experts (SMEs) and leaders across Product, Development, Sales, and  Services — navigating a global matrix with influence and speed to secure the resources needed. 
• Proactive risk management: Monitor customer health metrics and early-warning signals to identify at-risk accounts and intervene before situations become critical, especially ahead of renewal cycles. 
• Quality & global operations: Uphold escalation reporting standards, contribute to global EM coverage across time zones, and conduct root-cause analysis and lessons-learned to surface insights that drive systemic improvement across the organization. 

Basic Qualifications:

• Experience in a customer-facing service, support, technical account management or escalation management role within enterprise SaaS / software, with a solid understanding of enterprise software delivery, support operations and customer lifecycle management.  
• Demonstrated ability to lead cross-functional teams through high-pressure, time-critical resolution scenarios with measurable outcomes. 
• Proven executive-level communication skills — able to engage executive stakeholders with confidence, empathy, and credibility. 
• Strong project or program management fundamentals, with ability to structure and drive complex resolution efforts with clear scope, timelines, and accountability. 
• Skilled at de-escalating critical situations, managing resource conflicts, and influencing without authority across a global matrix. 
• Proven problem-solving skills — analyzing complex issues, identifying root causes, and driving practical, efficient solutions to resolution. 

Preferred Qualifications:

• Familiarity with Infor products and solutions such as HCM Cloud Suite, HR Talent, Workforce Management (WFM), Financial Services Management (FSM), WMS, LN, or M3; or comparable enterprise ERP platforms from other vendors.
• Formal background in escalation management and problem management, with a data-driven mindset, tracking metrics such as escalation volume, CSAT, and RCA trends to drive proactive improvement. 
• Experience in structured incident management — leading rapid triage, coordinating cross-functional response, and driving clear stakeholder communication from first alert to confirmed resolution. 
• Technical Project Management experience — PMP or equivalent certification a plus, particularly in complex SaaS implementation or managed services environments. 
• Proven success in multi-time zone, globally distributed team environments — comfortable operating across cultures, geographies, and working styles. 
• Degree in Computer Science, Information Technology, Business, or a related field; or equivalent professional experience.