Escalation Lead

Remote

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology & ServicesIndustries

Requirements

Candidates should have 2-5 years of customer-facing technical support or experience in a customer-facing or customer-centric role, plus experience working with and communicating to VP and C-level executives. Program/Project Management experience is a plus, along with flexibility and a willingness to adapt to changes in the business and scope of responsibility.

Responsibilities

The Escalation Lead will manage customer escalations and drive each issue toward resolution, ensuring customer satisfaction and continued success with the Domo platform; they will drive action and obtain positive results in issue resolution, restore customer confidence, work cross-functionally with various teams to achieve resolution and meet SLAs, create impactful communication plans, lead retrospectives on large escalations to improve the customer experience, and proactively address customer needs using data to prevent future issues.

Skills

Customer Escalation Management

Cross-functional Collaboration

Stakeholder Communication

Issue Resolution

Data-Driven Decision Making

Customer Service

Technical Savvy

Domo

Cloud-based business intelligence platform for data insights

About Domo

Domo is a cloud-based business intelligence platform that helps companies make data-driven decisions by integrating data from various sources and providing real-time visualizations and predictive insights. It serves a wide range of clients, from small businesses to large enterprises, and stands out with its cloud-native architecture that combines data integration, visualization, and app-building capabilities. Domo operates on a subscription model and offers custom solutions tailored to specific business needs. The company's goal is to empower organizations to leverage their data effectively, enhancing decision-making and improving overall business performance.

American Fork, UtahHeadquarters

2010Year Founded

$695.2MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

20 days paid time off (increasing 1 day per year to a maximum of 25)

13 paid holidays

10 weeks paid maternity leave

2 weeks paid paternity leave

Life insurance

Short-term disability insurance

Long-term disability insurance

Employee gym membership and wellness program

Rich traditional PPO medical plan

High-deductible health plan with high employer HSA contribution

High employer premium cost sharing

Adult and child orthodontic benefit

Tech benefit – $500 reimbursement for tablet PCs (We told you we love technology!)

Rich employer 401K match

Free catered lunch and dinner daily

Fully stocked break room

Professional development benefit

Maternity wardrobe benefit

New baby benefit

Adoption benefit

Fertility benefit

Risks

Emerging BI platforms offering similar features at lower costs threaten Domo's market share.

Economic downturns may reduce IT budgets, affecting Domo's subscription renewals and acquisitions.

Stricter data privacy regulations could increase compliance costs for Domo.

Differentiation

Domo offers a cloud-native platform combining data integration, visualization, and app-building capabilities.

Domo's platform provides real-time data insights accessible from smartphones for quick decision-making.

Domo's Programmatic Revenue Solution caters specifically to the ad tech industry's complex data needs.

Upsides

Domo's partnerships with firms like Richey May enhance its customized data-driven insights offerings.

Recognition as a leader in embedded analytics boosts Domo's credibility and market position.

Growing demand for real-time data analytics in retail and logistics sectors benefits Domo.

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