Josh Murray
Escalations Manager @Sophos
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WORK HISTORY
Escalations Manager @Sophos
Manage and track customer/partner/sales escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and effective and timely communications are fulfilled until the escalated issue is resolvedEnsure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and changeEnsure SLAs are adhered to by the Support organization, and are used to prioritize issues correctly and effectivelyLead efforts for Escalation Root Cause Analysis to surface actionable insightsLead improvements by monitoring and developing dashboards to proactively monitor trends and escalationsUse data to recommend technical and/or business process changes to exceed expectations and optimize productivityFacilitate, manage, and report on twice weekly Proactive Case Reviews to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resourcesFacilitate and manage weekly/bi-weekly Escalation and CSAT reviews to discuss identified actionable insights, and ensure RCAs are Engage with customers, partners, and Sales to ensure the Escalation Process is being used correctly and effectivelyTranslate technical concepts to peers, management, leadership, and external partiesEstablish and cultivate relationships with key stakeholders across various internal departments such as Sales and Customer Care, and external parties such as strategic partnersWork with peers globally to align on escalation best practices to ensure consistencySupport leadership in strategic, business, and operational planning
EDUCATION
Willis College
Network Security
SKILLS
ABOUT JOSH MURRAY
Experienced Technical Support Manager with a strong focus on customer experience and a passion for network security. Proven ability to lead and motivate technical support teams to achieve high levels of productivity, efficiency, and employee satisfaction.
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