Technical Escalation Manager

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

The Technical Escalation Manager is responsible for case escalations from the Customer-facing teams to our Product organization. To be successful in this role, you must possess strong inter-departmental skills to ensure the features being advocated for are the right ones for our customers.

Key Accountabilities:

Triangulation between Customer Success, Sales, Support and Product regarding customer technical issues and requests

Replicate and document cases in an actionable and succinct manner

Assist in assigning prioritization for technical issues, requests, and bugs

Case grooming: Provide context and further documentation around support issues

Serve as a resource for Support Members to engage with Customers and provide context around product cases (defects and feature requests)

Proactive with communicating case updates and manage expectations around delivery

Meet targets set for response time, resolution time, and customer satisfaction.

Desired Skills and Experience:

2+ years in the ABA space with domain around Clinical and Practice Management

1+ years experience in a B2B SaaS company

Analytical and process-oriented mindset

Clear, effective and communication skills

Ability to prioritize work and shift priorities as needed to meet deadlines

Strong communication and presentation skills

Ability to work in fast-paced, team environment with a high sense of urgency

Excellent organizational skills

Ability to diagnose, recreate an issue

Strong empathy for customers, comfortable acting as the customer’s voice internally to support and other departments

Ability to build cross-functional relationships

Positive and professional demeanor

Highly organized with superb attention to detail

Proven ability to work in an ever-changing environment

Ability to communicate clearly and concisely, verbally and in writing

Exercise sound judgment and work successfully with all employee levels, regardless of background

Collaboration and team-oriented mindset

Be comfortable working in a distributed, semi-virtual environment

Be able to take minimal direction from others and provide maximal output for yourself (and others)

#LI-Hybrid

Base Salary Range$55,000—$70,000 USD

Backed by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale.

Recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.We offer competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave to our full-time employees. Our team members also enjoy hybrid work schedules, career development support, wellness programs, and opportunities to give back through CR Cares™, our community engagement initiative.

Be part of a market leader driving the future of care. Explore opportunities at centralreach.com/careers.

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