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SeniorFull-time
Salary Range
$26,520 - $35,880 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Principal Customer Response Manager (CRM) is a specialized role within the Global Support organization, responsible for managing critical customer account escalations from onset through stabilization and closure. This role acts as the single point of accountability within Support for escalated accounts, ensuring issues are addressed with urgency and cross-functional alignment.
Key Responsibilities
- →Act as the primary escalation lead for high-impact customer accounts, ensuring structured management of escalations from initiation through stabilization and closure.
- →Drive internal alignment and ensure timely execution of action plans across Support, Engineering, Cloud Ops, and Product.
- →Develop and execute account-level stabilization plans to address critical issues and restore customer confidence.
- →Proactively identify systemic issues contributing to escalations and drive resolution with internal stakeholders.
- →Ensure proper prioritization, case hygiene, and timely engagement of technical resources for all escalated accounts.
- →Trigger and manage internal escalation paths proactively to avoid external escalations.
- →Leverage strong technical knowledge of ERP architecture and infrastructure to guide resolution strategies.
- →Collaborate closely with Critical Support team, Tier 2/3 engineers, SMEs, and product teams to remove technical blockers.
- →Coordinate across Support, Engineering, Cloud Ops, Product Management, and CSM/CSDM teams to ensure alignment and accountability.
- →Deliver clear, structured, and timely communications on escalation status, risks, and next steps to all stakeholders.
- →Partner with CSM/CSDMs and Product Management to share customer feedback and systemic issues observed during escalations.
- →Work with Engineering teams to help prioritize critical fixes and influence product stability improvements.
- →Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.
- →Lead or contribute to post-escalation reviews to identify root causes and process gaps.
- →Support implementation of preventive measures to minimize future escalations.
Requirements
- ✓Strong technical depth across ERP application architecture, infrastructure, and troubleshooting.
- ✓Ability to understand complex technical landscapes and guide resolution strategies.
- ✓Experience in managing high-impact customer accounts and escalations.
- ✓Strong cross-functional leadership and the ability to influence outcomes across multiple teams.
- ✓Composure under pressure and the ability to adapt to flexible working hours.
- ✓Experience with post-escalation reviews and continuous improvement initiatives.
- ✓Excellent communication skills for internal and external stakeholders.
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