The Boomi Escalation Resolution Manager team delivers next-generation software application enhancements and new products for a changing world. Working at the cutting edge, we design and develop software for platforms, peripherals, applications and diagnostics — all with the most advanced technologies, tools, software engineering methodologies and the collaboration of internal and external partners.

Join us as a Boomi Escalation Resolution Manager n Remote to do the best work of your career and make a profound social impact.

You will:

•  Be the trusted technical advisor for Escalation Resolution with Boomi and establish the same with our customer base.

• Work with the other Customer Engagement and Delivery matrix teams to ensure Critical Situations are resolved and the Customer’s condition of satisfaction is met.

• Coordinate with these and any other appropriate teams’ cross-functionally to build a Resolution Team to ensure customers’ Critical Situations are resolved: Product Management, Engineering, Sales, Sales Engineering, Professional Services, Global Support, Customer Success, and Advanced Support Engineering.

• Understand the Customer’s Escalation Management and clearly negotiate a condition of satisfaction.

• Team with Customer Success and Support to ensure the scope of the situation is managed.

• Team with Customer Success and Support to manage the ongoing Critical Situation and involve appropriate Boomi management for resolution assistance where required.

• Own and define action plans and activity management.

• Define and deliver a clear communications plan to all interested parties of a Customer Critical Situation.

• Schedule and facilitate meetings with the Resolution Team

• Apply industry/domain/technology expertise to resolve Critical Situations in our customer implementations.

• Deliver a RCA on all Critical Situations

• Deliver monthly reporting on Critical Situations.

• Gather intelligent product feedback and recommendations from customers to design and inform new features and capabilities.

Take the first step towards your dream career.

Every Boomi team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements:

• Minimum of 8+ years in the software technology industry with at least 3+ years in the Software Support field. 

• Presence: enthusiastic and high energy, but also poised, confident and extremely professional.

• Innovative and assertive, with the ability to pick up new technologies and assess situations quickly.

• Exercises listening; takes time to truly understand customer needs and address them.

• Track record of delivering results in a dynamic start-up environment.

• Experience working cross functionally, ideally with, Support, Success, Engineering and Product.

• Strong sense of ownership and high attention to detail.

• Creative and outstanding analytical problem-solving skills.

• Excellent written and verbal communication skills.

• Ability to work on several projects simultaneously and meet stated quality objectives.

Desirable Requirements:

• Strong technical aptitude

• Integration software experience

• Experience working with global teams

• Project Management skills

• Customer facing skills