Escalation Manager

Infor is looking for an Escalation Manager to join our Atlanta, GA or Dallas, TX office. When critical customer situations occur, the Escalation Manager jumps into action: owning end-to-end resolution with decisive leadership, orchestrating cross-functional teams, and maintaining focus until the customer is back on track. Tis hands-on role is trusted by stakeholders to cut through complexity, mobilize the right people at every level, and drive outcomes with urgency and clarity.

Beyond crisis response, Escalation Managers collaborate across a global network of peers to deliver 24/7 coverage, drive proactive risk management and continuous improvement with key insights, and uphold the quality standards that make Infor's escalation practice world-class.

A Day in the Life Typically Includes:

• Escalation leadership & resolution: Qualifying incoming escalations, setting direction, leading the resolution team and serve as the final decision-maker (in alignment with key stakeholders).
• Resolution planning & execution: Build and manage structured resolution plans with defined owners, deadlines, and prioritized actions.
• Stakeholder communication: Own all communication throughout the escalation lifecycle - synthesizing complexity into clear, timely updates for executive stakeholders, customers, and internal teams alike, and preparing executive summaries for senior leadership.
• Resource mobilization: Identify and deploy the right Subject Matter Experts (SMEs) and leaders across Product, Development, Sales, and Services - navigating a global matrix with influence and speed to secure the resources needed.
• Quality & global operations: Uphold escalation reporting standards, contribute to global EM coverage across time zones, and conduct root-cause analysis and lessons-learned to surface insights that drive systemic improvement across the organization.

Basic Qualifications:

• Prior experience in a customer-facing service, support, technical account management or escalation management role within enterprise SaaS / software, with an understanding of enterprise software delivery, support operations and customer lifecycle management.
• Ability to lead cross-functional teams through high-pressure, time-critical resolution scenarios with measurable outcomes.
• Ability to structure and drive resolution efforts within specific timelines
• Ability to de-escalate situations, managing resource conflicts, and influencing without authority across a global matrix.

Preferred Qualifications:

• Prior experience spanning enterprise SaaS support, escalation or problem management, and customer success.
• Familiarity with or experience using Infor products or comparable enterprise ERP platforms from other vendors.
• Healthcare industry experience - understanding the operational, regulatory, and patient-care dynamics that shape enterprise technology requirements and escalation stakes in this sector.
• A background in escalation management and problem management, tracking metrics such as escalation volume, CSAT, and RCA trends.
• Technical Project Management experience - PMP or equivalent certification a plus, particularly in SaaS implementation or managed services environments.
• Degree in Computer Science, Information Technology, Business, or a related field; or equivalent professional experience.