Support Escalation Manager (Area Support Lead)

The Area Support Lead Reactive Support Excellence (ASL RSE) drives a security-first, customer-obsessed support experience by strengthening field readiness, leading critical customer engagements, and partnering across CSS, CSU and engineering to protect and grow revenue. This role owns execution of key programs, including Renewal Assist, translates support strategy into Area/OU operating plans, and improves customer health and resiliency for Major customers. Champion security-first execution: Drive 100% adoption of security-enhanced processes and tools (including CSS Secure Future Initiative), validate compliance through ongoing reviews, and reinforce security culture in day-to-day operations. Own field engagement and readiness: Educate CSU and field teams on how to proactively and reactively engage CSS, including escalation paths; run an always-on training cadence; publish and maintain Area/OU plans to address top support pain points and improve readiness over time. Lead Renewal Assist program execution: Ensure timely triage and renewal-win planning, engage the right resources, partner with account teams through renewal dates, and produce win/loss analysis—especially where reactive support risk impacts renewals. Lead customer engagements and escalation management: Prioritize Upper Major customers; lead confidence calls and executive-level engagements to restore trust; coordinate CSS, engineering and CE&S resources; act as the voice of the field on support offering effectiveness and contract right-sizing. Improve customer health and resiliency: Partner with CSU leadership to build and execute plans that improve customer health signals (e.g., MIRP, ZR, Priority Recommendations, Reactivity Health) for priority customers; drive measurable improvements and share best-practices across the team. Develop technical and AI-first capability: Complete required training on time, maintain a development plan, build deep technical skills, complete AI-900 certification, and apply AI in at least two aspects of the role to improve customer outcomes. Contribute to service improvement: Participate in ACT/CSS improvement initiatives that measurably improve support experience; document and share quarterly success stories and recognize partners and peers. Support Escalation Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR 9+ years technology industry, customer service, or related experience 7+ years of experience in customer success and/or customer support, business operations, change management and project management. Executive maturity, organizational agility and strong impact and influence competencies, with experience working on global teams. Ability to work effectively across groups (business and functions) in a fast-paced work environment, influencing without authority and driving work through others. Masters Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement OR equivalent experience