Escalation Manager

**The Role:** The Associate Critical Care Manager (ACCM) is responsible for coordinating and facilitating all new intakes submitted to the Critical Care team, as well as providing account management for designated Critical accounts. This strategic, customer‑facing role supports customers navigating product, service, or support challenges. The ACCM acts as the voice of Verint during the assigned engagement period and operates with guided autonomy to protect customer relationships, drive resolution, and achieve defined business objectives. **Principal Duties and Essential Responsibilities:** - Conduct comprehensive account assessments for all new Critical Care intakes by gathering relevant information from both customers and internal Verint teams. - Schedule, lead, and document internal stakeholder meetings to determine whether an account qualifies for Critical Care program admission. - Review and interpret contractual obligations, including Statements of Work and service commitments. - Define, document, and communicate clear business objectives for each assigned account, ensuring alignment with customers and internal teams. - Communicate and negotiate with customers and internal stakeholders to achieve objectives while preventing scope creep. - Drive closure of business objectives by securing commitments from required Verint and customer resources and managing progress against those commitments. - Ensure all significant challenges have actionable plans with clear timelines and ownership. - Collaborate with customer and Verint leadership: including managers, project managers, directors, and VPs to execute plans and deliver results. - Prepare and distribute weekly executive‑level status reports to customer contacts and Verint leadership. - Conduct and present root cause analyses to identify sources of escalations and recommend improvements. - Demonstrate a strong understanding of the features and functions of assigned products. **Minimum Requirements:** - Strong organisational, facilitation, and coordination skills. - Ability to read and understand SOWs, contracts and other legal documents - Demonstrated negotiation skills - Strong customer facing presence - Demonstrated ability to utilize tools such as MS Office Suite and CRMs to facilitate company and account interaction - Excellent written/oral communications skills - Ability to create and present executive level PowerPoint presentations - Proven ability to perform effectively in a fast‑paced, high‑pressure environment **Preferred Requirements:** - Previous elevated roles of small cross functional teams - CTI, AVAYA ACD, VOIP, Microsoft OS experience - Contact center operations experience - Enterprise application solution delivery experience Puna remote: Po Burimi: https://www.linkedin.com/jobs/view/4446226145/

Niveli: senior