Technical Escalation Manager

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA 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. 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 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 <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","4697