Customer Escalation Manager for R&D

Description

Description

CloudBlue is a technology solution startup born from the need to digitally transform a multibillion-dollar enterprise. The CloudBlue platform orchestrates ecosystems for customers worldwide, including the largest B2B Cloud Marketplace in the world. We have spent 15+ years innovating and investing in digital transformation, subscriptions, and multi-level partner ecosystems. Today, hundreds of customers rely on CloudBlue to orchestrate their ecosystems and scale their businesses globally.

By joining the CloudBlue team, you’ll be playing a significant role in our growth, having an opportunity to make an immediate impact on the business. Our entrepreneurial scope means we operate with the agility of a high growth start-up, but with the confidence & backing of a Fortune 100 corporation, Ingram Micro.

At CloudBlue you'll work with a diverse and multi-cultural team that spans cultures, continents, and time zones to serve our global customer base. You’ll be a part of a culture that emphasizes trust, open communication, and continuous learning.

CloudBlue Commerce is a multi-tier commerce platform that allows you to launch marketplaces to partners, resellers and end customers. You can onboard products, define your catalog, and bill and invoice with different currencies. The platform also enables you to bundle different types of products and manage multiple tiers of resellers. With CloudBlue Commerce, you get an end-to-end marketplace solution that can be integrated with your other systems.

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 to

drive 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.