Bala R

Experience

1. Escalation Manager

   Zuora

   Sep 2022 — Present

   Reporting to the Director of Technical Support and responsible for managing customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical internal and customer SLAs are met.* Ensure customer escalations are resolved within agreed-upon timelines, issue fixes are implemented as agreed, and influence others towards action and change.* Engages with internal global teams to involve the appropriate SME skillets required to bring the escalation to a successful resolution.* Identify and drive strategic initiatives to reduce escalation volume.* Lead improvements by monitoring support ticket data and dashboards to proactively monitor trends and customer escalations and use data insights to recommend technical and/or business process changes to meet customer expectations and optimize productivity and efficiencies.* Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues, including escalation status reporting, statistics, trending analysis, issue status activities, and resources.* Ability to translate technical concepts and issues to peers, management, leadership and customers.* Ability to navigate complexity and create collaborative, cross-functional paths to resolution.* Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.* Support leadership in strategic, business, and operational planning and resourcing.