Resolution Manager

The Resolution Manager (RM) is the primary role in Escalation Management. The RM is engaged when a customer requests assistance for a critical situation. The RM will take ownership of and manage the resolution of the problem. The RM teams with Customer Success and Support to form the escalation team for the situation to ensure the problem is resolved and the customer’s Condition of Satisfaction is met. The RM will manage the business side of the escalation and remove any roadblocks for the support team or any other technical resources working on the problem.

How You'll Make a Difference : 

• Team with Customer Success and Support to clearly understand the customer’s problem and condition of satisfaction. Ensure that the technical aspects of the problem are clearly defined and understood by all engaged in the resolution

• Team with Customer Success and Support to ensure the scope of the situation is managed

• Identify and engage the most appropriate organizational technical resources (Support, Engineering, Development) required to resolve the technical problem and satisfy the customer’s condition of satisfaction

• Team with Customer Success and Support to engage cross organizational resources as required

• Develop and manage to completion, an action plan to resolve the technical problem and satisfy the customer’s condition of satisfaction

• Team with Customer Success and Support to define and agree on a communication plan covering status reporting and meeting management internally and externally

• Produce and communicate status updates agreed with Customer Success, Support and the customer according to the communications plan for the situation

• Schedule and facilitate meetings with the escalation team as required. Represent the escalation team in meetings facilitated by Customer Success and Support as agreed and defined in the communications plan for the situation

• Team with Customer Success and Support to manage the ongoing escalation and involve appropriate Boomi management for resolution assistance where required

• Understand and comply with the RM processes and tooling

• Provide Executive reporting (Jira Dashboards and metrics)

• Deliver a close out email to the customer and internal Boomi interested parties containing the RCA and actions to be performed as a result of the situation

• Provide relevant feedback to appropriate Boomi teams on lessons learned, improvement recommendations and process violations to foster improvement and prevent or minimize the impacts of these situations in the future

The Experience You Bring : 

• 8 - 10 years experience supporting customers in the SaaS or integration space
• Experience with Jira, Servicenow, Salesforce, and PowerBI
• Direct Boomi experience is a plus

Boomi is committed to fair and equitable compensation practices. Base compensation for this position in our corporate headquarters in Vancouver, BC ranges from 176,000 CAD - 220,000 CAD. This position is remote-friendly and, as such, final compensation will be determined by various factors including the candidate’s knowledge, skills, experience, and geographic location. An overview of our benefits can be found here.\

LI-BP1