Escalation Manager - Paris

Paris, France
Tech Services EMEA /
Full Time /

Scality is growing rapidly adding large enterprise-grade customers for which we need expert professionals to help manage their requests and drive satisfaction and growth. The Escalation Manager is responsible to understand dissatisfied needs and problems, coordinate the efforts to resolve the problems, and communicate effectively with the customers to make them fully satisfied again.

The Escalation Manager reports directly to the SVP Engineering and Technical Services.


    • Maintains the database of customers in critical situation and at risk
    • Fully understands these customers goals and what prevents them from achieving them
    • Coordinates the efforts to resolve the problems and deliver the action plans committed to customers through the Technical Services, Engineering, Product, and Sales teams 
    • Manages customer expectations: communicating clearly and proactively to customers on risks, delays,and  limitations to ensure remediation plans can be put in place.
    • Ensures the right balance between commitments made to customers and the capability to deliver.
    • Coordinates the interactions with potential third parties needed for resolution.
    • Maintains and communicates the full status and action plan - Internal communication, Customer communication (written + meetings)  at regular agreed intervals at senior and technical level, Keep teams accountable for their part of the action plan, including the customer
    • Maintains Dashboards and KPIs to track customer satisfaction (NPS and related)
    • Follows-up on customer satisfaction and usage of the product following escalation resolution
    • Define and document processes for improving customer experience


    • Technical knowledge of storage products
    • Excellent communication skills at executive and technical level
    • Leadership to engage people from multiple teams towards a common goal
    • Customer centric
    • Tactical focus