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Customer Escalation Manager for R&D

Toronto, ON, Canada
Job ID: 57957

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Description

Description

Who we are:

At CloudBlue, we’re changing the way the world does business. CloudBlue, the world’s largest cloud platform provider, powers marketplaces with a total of 30 million seats globally. We offer the energy of a start-up with the resources and backing a multi-billion corporation: Ingram Micro.

We’re helping businesses transform and grow into their future without limitations.

Our values illustrate why we are one of the best places to work:

· Our trust in our team

· Our creative engine

· Our strive for excellence

· Our passion and energy

We’re an ambitious and hard-working team that runs fast, cuts through ambiguity and courageously takes risks. At CloudBlue, we constantly innovate and follow a customer-first approach, which requires flexibility and adaptability. Learn more about our team and how we are leading the XaaS revolution.

Our ideal candidate is a strong experienced professional with leadership behavior and technical background, who enjoys playing a key role in between customers, support and R&D with a goal and focus to customer success. Proven ability to collaborate with both technical and business people, understanding their environment and priorities and finding win-win solutions.

As a manager of customer escalations in R&D department, you will be responsible todrive all kind of customer related escalations from the start till full resolution and delivery.
Experience in Software Quality Assurance, Analytics, Support, or equivalent is required.

You will work both with R&D and Support team to identify knowledge and quality gaps, propose solutions and get commitments on fixing of recurring problems.

Collaborating with R&D developers, you will have to advocate customers and clearly define priorities to resolve escalations in the most efficient way. You will also partner with product management to help prioritize building the best features our customers need.

 

Responsibilities

  • Be a single point of contact on engineering side for any kind of customer related issues escalation
  • Identify and manage engineering requests that are not part of existing business contracts
  • Represent the engineering team to support, customer representatives and project management office
  • Optimise the quality and velocity of both engineering and support team
  • Measuring key performance indicators (KPIs), and execution of post-mortem both for support and engineering team
  • Serve as customer advocate internally and influence engineering and product management team to improve customer satisfaction and retention
  • Own, maintain and decrease product maintenance costs by the engineering
  • Suggest solutions to identified product problems

Requirements

  • Solid domain knowledge related to E-commerce, OSS/BSS systems
  • 3-5 years of experience in Software Quality Assurance, Analytics, Support or equivalent
  • Patience and ability to listen
  • Strong technical negotiation skills including experience in a customer-facing role
  • Ability to communicate efficiently both with technical and businesspeople, and both by voice and by texting
  • Interest in customer-facing engagement, including pitching, demonstrating and understanding customer environment and needs
  • Architect level understanding and practical experience of telco demands
  • Excellent logic, problem solving, and troubleshooting skills
  • Professional attitude to “make things happen”
  • Experience working in and managing distributed teams
  • Strong work experience with Atlassian family products: JIRA / JQL, Confluence
  • Experience with common scripting languages, including Shell script, Python or JavaScript
  • Experience with at least one of the major agile methodologies (Scrum, Kanban, etc.)
  • Ability to perform queries and draw up reports including reports from external data sources like SQL, Data cubes etc.
  • Bachelor's degree in computer science, or equivalent degree or experience.


Our Hybrid Work Program is now live for our office associates. As part of this approach, we will host most of our interviews on-site, but some interviews maybe conducted virtually over the phone or through video. As a part of our COVID-19 Safety measures, we will be requesting information around your vaccination status, if you are hired as an Ingram Micro/Ingram Micro Cloud associate.

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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