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About the role
What will you do at Yammer?
As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. Customer Resolution: Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels.
Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues. Leads strategic projects. Informally provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues.
Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support the customer experience.
Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues. Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.
Collaboration: Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR 9+ years technology industry, customer service, or related experience Business level proficiency in Japanese and English is required.
M365 Fundamentals) This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *
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