The RVP, Escalation Support is a senior leadership role responsible for managing and resolving executive-level escalations with urgency, precision, and executive presence. This role is accountable for orchestrating cross-functional teams across support, engineering, operations, and customer success to drive timely resolution of high-impact issues. The RVP will serve as the escalation point for strategic accounts and executive stakeholders through the executive escalation process that they will create for the company, ensuring transparent communication and end-to-end ownership of the customer experience.

Key Responsibilities

• Executive Escalation Leadership: Act as the primary escalation leader for executive-level issues, ensuring rapid triage, stakeholder alignment, and resolution accountability.

• Cross-Functional Orchestration: Mobilize and lead cross-functional teams (Support, Engineering, CloudOps, Product, Customer Success) in a time-bound, outcome-driven manner.

• Executive Communication: Deliver concise, high-impact updates to C-level stakeholders internally and externally. Prepare and present executive summaries, root cause analyses, and resolution plans.

• Building and aligning various existing escalation methodologies, including transactional case escalations, escalation programs such as critical incidents and risk assessment, and creating the executive escalation program.

• Process Ownership & Continuous Improvement: Define and evolve escalation workflows, playbooks, and communication protocols. Drive improvements in time-to-resolution and customer satisfaction.

• Data-Driven Decision Making: Leverage analytics to identify systemic issues, track escalation trends, and inform strategic investments in supportability and product quality.

• Customer Advocacy: Serve as a trusted advisor and advocate for strategic customers, ensuring their voice is heard and their issues are resolved with urgency and care.

Qualifications

• 10+ years in technical support, customer success, or engineering leadership roles.

• Proven experience managing executive-level escalations in a SaaS, cloud, or telecom environment.

• Exceptional communication and presentation skills with executive audiences.

• Strong analytical and decision-making capabilities under pressure.

• Experience leading global, cross-functional teams in a matrixed environment.

• Familiarity with ITIL, incident management frameworks, and CRM/Salesforce workflows.

• Future Travel Expectation: Less than 20%.