Escalation Manager – Critical Care Account Lead

About the role

The Escalation Manager (Associate Critical Care Manager) coordinates new critical‑care intakes and provides dedicated account management for high‑priority customers. Acting as Verint’s voice during engagements, you will protect relationships, drive issue resolution, and meet defined business objectives.

Key responsibilities

• Conduct comprehensive assessments of new critical‑care intakes, gathering data from customers and internal teams.
• Lead stakeholder meetings to determine eligibility for the Critical Care program.
• Interpret contracts, Statements of Work and service commitments.
• Define, document and communicate clear business objectives for each account.
• Negotiate with customers and internal resources to prevent scope creep and secure commitments.
• Track progress, ensure actionable plans with timelines and ownership, and report weekly executive‑level status updates.
• Perform root‑cause analyses of escalations and recommend process improvements.

Required profile

• Strong organisational, facilitation and coordination abilities.
• Ability to read and understand SOWs, contracts and other legal documents.
• Proven negotiation and customer‑facing skills.
• Excellent written and oral communication, including executive‑level PowerPoint presentations.
• Comfort operating in fast‑paced, high‑pressure environments.

Required skills

• CTI
• AVAYA ACD
• VOIP
• Microsoft OS
• MS Office Suite
• CRM tools