Technical Escalation Manager

CentralReach•Fort Lauderdale, FL

1d•Hybrid

About The Position

CentralReach is a provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. The Technical Escalation Manager handles escalations from customer-facing teams to the Product organization, helping ensure that advocated features and product changes address customer needs. The role works across Customer Success, Sales, Support, and Product to coordinate customer technical issues and requests, document and prioritize cases, and keep customers informed about case progress and expected delivery. Success requires strong cross-functional communication, customer empathy, organization, and the ability to work effectively in a fast-paced, distributed environment.

Requirements

At least 2 years of experience in the ABA space, with knowledge of clinical and practice management domains.
At least 1 year of experience in a B2B SaaS company.
Analytical and process-oriented mindset.
Clear, effective communication skills, including strong verbal and written communication and presentation skills.
Ability to prioritize work and shift priorities as needed to meet deadlines.
Ability to work in a fast-paced team environment with a high sense of urgency.
Excellent organizational skills and attention to detail.
Ability to diagnose and recreate issues.
Strong customer empathy and comfort acting as the customer’s voice internally with Support and other departments.
Ability to build cross-functional relationships and collaborate as part of a team.
Positive and professional demeanor.
Ability to work in an ever-changing environment and exercise sound judgment with employees at all levels and from varied backgrounds.
Comfort working in a distributed, semi-virtual environment.
Ability to take minimal direction and deliver substantial individual and team output.

Responsibilities

Coordinate among Customer Success, Sales, Support, and Product regarding customer technical issues and requests.
Replicate and document cases in an actionable, succinct manner.
Assist with prioritizing technical issues, requests, and bugs.
Groom cases by providing context and further documentation around support issues.
Serve as a resource for Support members engaging with customers, providing context about product cases, including defects and feature requests.
Proactively communicate case updates and manage expectations around delivery.
Meet targets for response time, resolution time, and customer satisfaction.