Tooling, MI & Reporting Manager overseeing the lifecycle of data from acquisition to analysis at Santander UK. Responsible for data management and operational resilience strategy.
About the role
- Escalation Manager in charge of managing complex customer escalations at Equinix. Collaborating cross-functionally and delivering presentations to stakeholders and executives.
Responsibilities
- Build strong partnerships and works closely and collaboratively with cross-functional teams to manage complex customer escalations
- Prepare and deliver postmortem reviews of escalation lessons learned that identify and gather themes, find new ways of resolving challenges, and meeting customers’ needs to drive results and initiatives through influence
- Lead escalations by exuding calm confidence and approaching crisis situations with an unbiased approach when identifying and recommending solutions
- Deliver presentations to communicate findings clearly and effectively to stakeholders and executive leadership highlighting risks, issues and improvement recommendations
Requirements
- 8+ years relevant experience in customer-facing support roles with experience in escalation management
- Creative, forward-thinking, problem-solving, critical thinker, and solutions-oriented mindset with the ability to deeply understand the impacts to customers
- Strong negotiation and objection handling skills
- Communication and presentation experience with the ability to effectively communicate multi-functionally with external customers or partners
- Collaborative and creative thinker with exceptional attention to detail and highly organized
- Able to help the team to prioritize complex deliverables, understand and discuss the concepts, manage trade-offs
- Excellent conflict resolution, active listening, and time management skills
- Experience in successfully articulating concepts and complex information in a concise manner through presentations, written communication, and various channels
- Previous experience supporting support organizations and IT/Data Center companies a plus.
Benefits
- Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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