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Senior Escalation Manager


Job Description: (Senior) Escalation Manager 


Location: Reston, United States, and other locations based on mutual agreement and market demand


Global Technology Excellence (GTE) is responsible for improving the overall customer experience, and includes functions such as Release Management, Cloud Operations, Escalation Management, and Global Support.

One important aspect of customer experience is handling critical customer situations. These situations are normally a combination of challenges in different dimensions: project management, product issues, ownership, scope, etc. In order to handle professionally these complex situations, Software AG has a Customer Escalation Management team, with Escalation Managers based all over the world. As an Escalation Manager, you will not only be engaged in a reactive manner to de-escalate critical customer situations, you might also be engaged proactively with lighthouse customer projects to avoid escalations proactively. From both engagement types, you will drive the Lessons Learned process, deriving internal and external follow-up recommendations.




As (Senior) Escalation Manager you will

  • Identify the stakeholders required to successfully de-escalate the situation


  • Take on responsibility for internal and external communication during the escalation


  • Collect all issues leading to the escalation and develop an action plan how to resolve them


  • Coordinate and follow-up on all activities that are part of the action plan


  • Provide regular status reporting to stakeholders, including the project team and executive management


  • Define escalation completion criteria


  • Drive internal follow-up activities in order to avoid similar situations in the future


  • Identify opportunities to turn the escalation into a success story, including creating upsell opportunities
  • Represent the Escalation Management team in internal management alignments and planning meetings



  • Extensive experience in handling critical customer situations


  • Excellent communication skills across multiple stakeholder levels, both internally and customer-facing


  • Outstanding analytical capabilities to deconstruct the complex situation into its root causes


  • Ability to judge situations in a very objective manner


  • Project management skills to drive the de-escalation as a focused project


  • Calm demeanour in very critical situations


  • Flexibility to take on responsibility for an escalation and to go onsite on short notice


  • Good overview on IT system landscapes and on Software AG´s products is a plus


We have an open-minded culture and many exciting projects where you have the freedom to “be your best you”. You’ll have opportunities for international collaboration on top of a comprehensive training and development program that encourages professional growth. We are in an innovative market and offer future-proof products. Most importantly, an overall a pleasant team-oriented working atmosphere.

This is a fast-paced environment - we are looking for smart, high energy candidates who are driven to make a big impact and who want to work alongside a growing team. We collaborate often so you must be team player! The perfect candidate will thrive on the prospect of taking on new challenges and helping Software AG increase its leadership in the digital transformation marketplace!

What to Expect

  • The employees are smart, friendly and welcoming
  • Health Insurance starts your first day on the job
  • 6 weeks of PTO – 3 weeks of vacation and 3 weeks of sick leave
  • 14 paid holidays (including a floating holiday and a community service day)
  • 401(k) Plan with up to 5% employer match
  • Parental Leave
  • Corporate discount purchase programs
  • Group legal plans
  • Pet Insurance
  • And MANY more


Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
Click on the link to view the full EEO statement






















Nearest Major Market: Washington DC

Job Segment: Cloud, Manager, Project Manager, Technology, Management