Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries

Escalation Lead

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]


Company Overview

Domo's AI and Data Products Platform lets people channel AI and data into innovative uses that deliver a measurable impact. Anyone can use Domo to prepare, analyze, visualize, automate, and build data products that are amplified by AI.


Position Summary

The key objective of the Escalation Lead is to drive issues to resolution in a manner that ensures each customer experiences positive outcomes and continued success with the Domo platform. This person will manage escalated issues and communicate in a timely manner to internal and external stakeholders on the current state, next actions, and required outcomes for each issue.

This position will be required to work cross-functionally with other teams to ensure the right issues are being addressed and agreed upon SLAs are met both internally and externally. This person should be tech savvy, customer savvy, and able to balance the needs of the customer and the business. The Escalation Lead will take the lead on prioritizing customer needs, re-prioritize as new issues arise, and coordinating with internal resources to achieve the desired outcomes.


Key Responsibilities

  • Manage customer escalations and drive each issue toward resolution in a manner that supports customer satisfaction, customer retention, and renewal with Domo.
  • Drive action and obtain positive results in resolution of issues in a timely manner.
  • Restore customer confidence in Domo and assure internal stakeholders with clear paths to resolution.
  • Work cross-functionally with Support, Engineering Services, Customer Success teams, Consulting, and any other groups as needed to obtain resolution and customer satisfaction.
  • Create an impactful communication plan with clear objectives which can be shared with internal and external stakeholders up to and including C-level executives.
  • Lead retrospectives on large customer escalations to improve the overall customer experience.
  • Use data to proactively address customer needs before they escalate. Work with other leaders to put adjusted programs in place that will prevent future customer issues.

Job Requirements

  • 2-5 years of customer-facing technical support or experience in a customer-facing or customer-centric role.
  • Consultative or Professional Services experience managing Software or Technology is a plus.
  • Must be detail-oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills.
  • Experience working with and communicating to VP and C-level executives.
  • Program/Project Management experience a plus.
  • Flexibility and willingness to adapt to changes in the business and scope of responsibility.
  • Thrive in a fast-paced environment.
  • Occasional travel may be required.

Benefits

https://www.domo.com/company/careers/culture


Domo is an equal opportunity employer. #LI-SC1 #LI-Remote

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.

Land your dream remote job 3x faster with AI