Paul Roy
Escalation Manager @N-able
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WORK HISTORY
Escalation Manager @N-able
Columbus, OH, US
Serve as escalation lead for Elite Plus and Premium customers, handling critical issues related to product functionality, service experience, and potential bugs-Drive cross-functional collaboration across Engineering, Technical Support, Customer Success, and Executive teams to ensure swift and effective issue resolution-Utilize Salesforce and JIRA as core platforms for case management, tracking, and coordination of escalations-Own communication of issue impact, status updates, root cause analysis, and resolution progress to key stakeholders, ensuring transparency and alignment across business units-Participate in regular partner calls to address ongoing and historical concerns, uncover improvement opportunities, and proactively enhance customer experience-Collaborate with Tech Support Management to refine escalation processes and deliver training as updates are implemented-Prepare monthly reports and engage in Monthly Business Review (MBR) sessions with frontline and senior Tech Support leadership to share outcomes, insights, and key wins.
EDUCATION
Mount Wachusett Community College
Business, Management, Marketing, and Related Support Services
SKILLS
ABOUT PAUL ROY
Senior Leader with over 2 decades of expertise in customer service, technical support and team leadership. Exceptionally skilled in managing critical escalations for Elite Plus and Premium clients, fostering cross-functional collaboration, and ensuring transparent communication with stakeholders. Proficient in SalesForce and JIRA to streamline case management and drive resolution strategies that enhance customer experience and satisfaction. Dedicated to reducing client effort and operational inefficiencies, skilled in crisis management, stakeholder engagement and process improvement. Passionate about aligning teams to deliver impactful results that elevate service standards. Certified Support Manager with a proven ability to empower teams and support organizational goals and raise customer service levels with customer experience mindsight that helped my teams achieve CSAT scores always in the mid to high 90\'s.
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