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Customer Escalations Manager
Entrust
London, GBR
Full-time
Manager · 5+ years experience
Discovered 1 weeks ago
jiralookersalesforce
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Responsibilities:
- Follow team processes to manage Customer Escalations by overseeing their planning, execution, and ensuring the delivery of high-quality outcomes
- Lead Cross-functional meetings with stakeholders to ensure alignment on project objectives and progress
- Keep Business Leaders aware of Critical Customer Escalations through regular meetings at our Decision Forum
- Build a breadth of knowledge on what Identity Verifications is, how our Customers use it and what Products we have to support them
- Work within SLAs to get snappy decisions and ensure our Customers are kept in the loop
- Drive decision making through prioritisation using data and Commercial outcomes to influence Product team roadmaps
- You will help enhance escalation management processes and maintain accurate documentation
Qualifications:
- Basic Qualifications
- At least 5 years of experience in a customer support, project management or escalation management role
- Strong project management skills to handle escalations as mini-projects
- Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation
- Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work
- Strong problem-solving and analytical skills, with the ability to think critically and creatively
- Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment
- Strong organizational and planning skills, with a focus on attention to detail and accuracy
- Empathy, and the desire to help others
- Fluent spoken and written English
- Preferred Qualifications:
- Experience managing and resolving escalated mission-critical issues
- Technical background
- Familiarity with an Agile environment
- Experience with Jira, Salesforce Service Cloud, Looker
- #LI-CV
- At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:
- Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
- Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
- Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.
- We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.
- Ready to Make an Impact?
- If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.
- Apply today!
- For more information, visit www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube
- For US roles, or where applicable:
- Entrust is an EEO/AA/Disabled/Veterans Employer
- For Canadian roles, or where applicable:
- Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
- If you require an accommodation, contact accessibility@entrust.com.
- Recruiter:
About Entrust
Cybersecurity1,001-5,000Founded 1994
Entrust is a US-based cybersecurity company providing identity-centric security solutions including PKI, digital certificates, multi-factor authentication, and identity verification services used by governments and enterprises worldwide.
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