Technical Escalation Manager

CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

The Technical Escalation Manager is responsible for case escalations from the Customer-facing teams to our Product organization. To be successful in this role, you must possess strong inter-departmental skills to ensure the features being advocated for are the right ones for our customers.

We understand the advantages to working from home, and we also believe in the power of people and connections, which is why we proudly offer a hybrid work culture. This position is hybrid with three days per week on-site at our Fort Lauderdale, Florida office.

Key Accountabilities:

• Triangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests
• Replicate and document cases in an actionable and succinct manner
• Assist in assigning prioritization for technical issues, requests, and bugs
• Case grooming: Provide context and further documentation around support issues
• Serve as a resource for Support Members to engage with Customers and provide context around product cases (defects and feature requests)
• Proactive with communicating case updates and manage expectations around delivery
• Meet targets set for response time, resolution time, and customer satisfaction.

Desired Skills and Experience:

• 2+ years in the ABA space with domain around Clinical and Practice Management
• 1+ years experience in a B2B SaaS company
• Analytical and process-oriented mindset
• Clear, effective and communication skills
• Ability to prioritize work and shift priorities as needed to meet deadlines
• Strong communication and presentation skills
• Ability to work in fast-paced, team environment with a high sense of urgency
• Excellent organizational skills

Role Related Competencies:

• Ability to diagnose, recreate an issue
• Strong empathy for customers, comfortable acting as the customer's voice internally to support and other departments
• Ability to build cross-functional relationships
• Positive and professional demeanor
• Highly organized with superb attention to detail
• Proven ability to work in an ever-changing environment
• Ability to communicate clearly and concisely, verbally and in writing
• Exercise sound judgment and work successfully with all employee levels, regardless of background
• Collaboration and team-oriented mindset
• Be comfortable working in a distributed, semi-virtual environment
• Be able to take minimal direction from others and provide maximal output for yourself (and others)

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