Fuze is a global, cloud-based unified communications platform that empowers productivity and delivers insights across the enterprise by enabling simplified business voice communications, flexible video conferencing and always-on collaboration. Fuze allows the modern, mobile workforce to seamlessly communicate anytime, anywhere, across any device.

As we strive to improve our customer experience, we are seeking a Customer Success Escalation Manager. Reporting to the Sr. Director of Account Management & Customer Success, this role is ideal for a candidate with a project management mindset, who has a keen desire to help others, is driven by solving complex challenges and has experience with creating and implementing change.

What You'll Be Doing

• You will own and drive customer-facing escalation issues. You’ll interact with our finance, support and product teams to drive customer requests to resolution.
• You’ll help us operationalize new processes and procedures based on trends of escalations that you oversee
• You’ll persist and hold others accountable to execute on customer requests
• You'll act as a liaison that facilitates collaboration and communications among different Fuze teams
• You'll drive prioritization of the escalations and ensure all necessary teams are aware of the escalation
• You will provide timely and updated communications to customer-facing teams and customers to improve overall customer satisfaction
• You will conduct regular operational reporting and reviews to measure success and drive corrective measures.
  

Skills/Knowledge:

• Strong time management, effective planning and organizational skills
• Excellent written and oral communication skills
• Excellent analytical skills for data and process management improvement
• Superior written and verbal skills for client escalations
• Experience in customer service and customer advocacy
• Able to interpret and analyze data
• Strong process skills in a fast-paced environment
• Ability to interface with peers, management and business partners