Escalation Manager - Guadalajara

Basic Information

Country:

Mexico

State:

Jalisco

City:

MEX Guadalajara_Distrito La Perla

Date published:

05-Apr-2021

Job ID:

29742

Travel Amount:

up to 10%

Description and Requirements

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

Escalation Manager 



The Escalation Manager is responsible for coordinating and orchestrating escalations where there is significant impact to BMC and/or its Customers, ultimately strengthening processes and the value and commitment between BMC and its customers.


Purpose:

  • Prevent – Prevent escalations 
  • Manage – Manage complex escalations
  • Enforce – Enforce stakeholder accountability 
  • Drive - Drive program and process improvement
  • Improve - Improve the Customer Experience 


Key Duties & Responsibilities


Escalation Management: Approximate percentage of time = 70%

  1. Orchestrate the end-to-end customer escalation process to expedite resolution of highly complex situations, including:
    • Updating escalation records daily 
    • Hosting regular follow up meetings with internal/external teams/stakeholders  
    • Establishing action plans and action owners 
    • Regular case/ticket follow-up with issue owners or managers
  2. Drive communication between key stakeholders; provide executive status within BMC.
  3. Enforce stakeholder accountability for processes and actions owned by resources across the company to resolve escalations with a goal toward resolution favorable to the customer as well as to BMC Software.
  4. Set accurate expectations including exit criteria from the escalation procedures, enforcing relief to the Customers, and reviewing the case procedure formulated by the escalation team for ensuring the Customer’s satisfaction throughout the escalation process. This includes engaging senior management, as required.
  5. Update and maintain escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly.
  6. Ensure key outcomes and measurements are achieved with the use of the appropriate tools (eg. Service Cloud).


Drive Continuous Improvement


Approximate percentage of time = 30%

  1. Individual contributions drive continuous improvement and decrease in overall number and complexity of customer escalations in assigned accounts and from escalations@bmc.com
  2. Post-mortem with case team at end of each complex escalation and issuance of report by Escalation Manager
  3. Analyze escalation ‘hot spots’ and provide data-driven insights and recommendations for systemic improvements.
  4. Continuously benchmark metrics and set targets for escalation management improvement

Qualifications:

  • BS degree in CS/EE or equivalent experience
  • Overall experience of 5-7 years in IT industry 
  • Escalation management experience
  • Excellent written and verbal communication skills
  • Excellent customer handling skills
  • Fluent in English, written and verbal 
  • Familiar or certified with ITIL
  • Troubleshooting experience 
  • Intuitive/Risk-Taking
  • Decision Making
  • Problem management oriented
  • Excellent time management / organization


It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.