Paul Sayles

Escalation and Product Launch Program Manager @Calabrio

Managing Key Customer Programs: Oversee proactive maintenance activities and coordinate Subject Matter Experts (SMEs) for strategic accounts Handle critical customer escalations, ensuring timely resolution with internal and external communication management• Managing Higher-Level Services Issues: Support on-call teams during escalated situations Develop and guide action plans for escalated cases Participate in occasional after-hours calls when needed• Improving Calabrio Professional Services and Support Services Operations: Educate engineers, customers, and partners on best practices, configurations, and technical considerations Analyze root causes and case resolution efforts to identify continuous improvement opportunities Monitor customer cases for potential trends and escalations Expand team knowledge on emerging technologies and diagnostic methods Mentor team members on process and product expertise Collaborate with management to implement and standardize processes• Acting as a Liaison Between Teams: Facilitate communication between support teams, development, and other internal groups Keep necessary stakeholders informed on status updates, meeting schedules, and action plans