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Regional Escalation Manager

VMware Atlanta

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AirWatch by VMware – Regional Escalation Manager (REM)

The position for Escalation Manager is focused on improving customer satisfaction and time to resolution for escalated issues around the globe. This individual will act as VMware’s ambassador to the customer and as the customer’s advocate within VMware on behalf of the customer. Regional Escalation Managers will coordinate resources both internally and externally to interface with Senior Management, Support, Engineering, Sales and Customers to resolve business and technical issues on all VMware AirWatch products and services.

Responsibilities

  • Be single point of contact for global teams on escalated issues
  • Take an ownership role on escalating critical customer issues and help drive through resolution
  • Track, analyze trends, and create reports on escalated issues
  • Assist global teams in troubleshooting and defining action plans to bring support issues to resolution
  • Ensure the customer’s voice is heard throughout the support process
  • Provide regular updates to internal and external stakeholders as well as executive leadership
  • Set correct expectations and drive relief and resolution through effective communication
  • Monitor progress of incidents and work with GSS, Product Management, and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.
  • Identify areas of improvement in relation to VMware products
  • Collaborate with the Global Escalation Management team to ensure process alignment and best practice refinement
  • Review root cause of escalations and work with appropriate teams to ensure continuous improvements of VMware products
  • Create and maintain lines of communication with internal resources (Sales, Services, Support, and R&D)
  • Travel to customer sites and VMware Offices, as necessary

Skills & Requirements

  • BS/BA degree or equivalent technical experience, MBA preferred
  • 4 years’ experience working with an enterprise mobility management solution (AirWatch solution preferred)
  • Strong foundation of troubleshooting methodology that can effectively solve problems that have never been solved before.
  • Extensive experience in a high stakes customer facing role
  • Strong knowledge of SQL, Networking, Windows Server, Linux, Exchange, IIS, and REST API’s
  • Experience troubleshooting highly integrated web applications
  • Excellent Communication skills; written and verbal
  • Experience handling communication with C level executive leadership
  • Experience building relationships with various cross-functional departments
  • Experience working with global teams and other international operations is desired
  • Ability to excel under pressure and tight deadlines
  • Ability to work independently and perform well under minimal supervision
  • Ability to travel domestically and Internationally as needed (<20%)
  • Ability to work flexible hours depending on the needs of our customers and the business

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