Copy of Escalation Manager

over 2 years ago
Full time role
London, England, GB... more
London, England, GB... more

Company

Planet started as a small team of physicists and engineers, and now operates the world's largest constellation of Earth-imaging satellites. ...

View Company Profile

Job Description

Welcome to Planet. We believe in using space to help life on Earth.

Planet designs, builds, and operates the largest constellation of imaging satellites in history. This constellation delivers an unprecedented dataset of empirical information via a revolutionary cloud-based platform to authoritative figures in commercial, environmental, and humanitarian sectors. We are both a space company and data company all rolled into one.

Customers and users across the globe use Planet's data to develop new technologies, drive revenue, power research, and solve our world’s toughest obstacles.

As we control every component of hardware design, manufacturing, data processing, and software engineering, our office is a truly inspiring mix of experts from a variety of domains.

We have a people-centric approach toward culture and community and we strive to iterate in a way that puts our team members first and prepares our company for growth. Join Planet and be a part of our mission to change the way people see the world.

Planet is headquartered in San Francisco, California, Earth.

The Role 

The Escalation Management team is responsible for leading executive level, critical escalations resulting from product, services, account management, customer experience, adoption, and renewal related issues. The Escalation Manager position is a senior role at Planet requiring an individual who can take charge in high stress situations and give direction to both customers and Planet resources to drive a swift, effective resolution. The role also requires outstanding communication and project management skills to ensure all stakeholders are advised on on-going status and all action owners are executing against the escalation process. 

We are looking for someone who is customer obsessed and execution focused with the ability to build strong relationships internally and externally. The ideal candidate will be able to think strategically, as well as, thinking of the big picture and solving issues for the long term.

Responsibilities: 

  • Ownership of critical escalations from executives and/or customers or partners, and coordinated responses, often across multiple teams, in order to facilitate swift and effective resolution of those situations.
  • Experience in project management. 
  • Experience directing collaboration with global teams.
  • Excellent written and verbal communication skills at the C-Level.
  • Effectively communicate critical issue status to executive staff, sales teams, and other stakeholders.
  • Troubleshoot technically complex issues and understand how those issues impact the customers business priorities in order to develop solutions.
  • Lead cross-functional post-incident process reviews to ensure continuous improvement.
  • Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
  • Participate in projects that improve the efficiency, quality, and overall customer experience with Planet products and services.
  • Meet/exceed customer expectations on response frequency, quality and overall experience.
  • Disposition and prioritization of product bugs and enhancement requests to the appropriate  organization.

Experience and Skills

  • 3+ years of experience managing, coordinating, and ensuring resolution on executive-facing escalations.
  • 3+ years experience working as a technical support engineer in a customer facing role.
  • 3+ years experience in troubleshooting complex technical issues with the ability to understand how those issues impact the customers business priorities.
  • 3+ years experience in problem recreation and root cause analysis.
  • 3+ years experience in one (or more) scripting languages: JavaScript, Python, Perl.
  • 3+ years experience with relational databases (e.g. MySQL, Oracle).
  • Previous experience in writing customer-facing “Root Cause Analysis” or Postmortem reports.
  • Working knowledge of API’s.
  • Working knowledge of the components in a web applications stack.
  • Familiarity with GIS applications (ESRI, QGIS).
  • Familiarity with geo-spatial data, satellite imagery, and remote sensing.
  • Experience with AWS and container-based technology.
  • Experience with Zendesk, JIRA, or comparable ticketing systems.
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.
  • Proven ability to maintain a professional demeanor when handling complex user issues.
  • Ability to work in a challenging environment with global customers.
  • Ability to manage communications and coordinate resources for critical customer situations.
  • Ability to work independently, as well as contributing as a team player.
  • Ability to multitask and prioritize workload.
  • Willingness to travel as necessary to client sites  .
  • Participate in scheduled weekend on-call support as needed.
  • Bachelor's degree in Computer Science, Computer Engineering, or equivalent combination of technical education and work experience. 

Benefits While Working at Planet:

  • Comprehensive Health Plan
  • Wellness program and onsite massages in specific offices
  • Flexible Time Off
  • Recognition Programs
  • Commuter Benefits
  • Learning and Tuition Reimbursement
  • Parental Leave
  • Offsites and Happy Hours
  • Volunteering Benefits

Some Press About Us: 

Our CEO, Will Marshall featured on TED and featured in a Planet Blog

“Planet: Bringing Space Back Down to Earth”

Tiny, privately owned satellites are changing how we view the Earth features in NBC News

“Planet And Rocket Lab Create Mission Patch To Honor Women In Aerospace” —Planet Blog

Why we care so much about Belonging. 

We’re dedicated to helping the whole Planet, and to do that we must strive to represent all of it within each of our offices and on all of our teams. That’s why Planet is guided by an ultimate  north star of Belonging, dreaming big as we approach our ongoing work with diversity, equity and inclusion.  If this job intrigues you, but you’re thinking you might not have all the qualifications, please... do apply!  At Planet, we are looking for well-rounded people from around the world who can contribute to more ways than just what is listed in this job description.  We don’t just fill positions, we aspire to fulfill people’s careers, most excited about folks who are motivated by our underlying humanitarian efforts.  We are a few orbits around the sun before we get to where we want to be, so we hope you’re excited to come along for the ride. 

Similar jobs





Planet started as a small team of physicists and engineers, and now operates the world's largest constellation of Earth-imaging satellites. ...

View Company Profile

Similar jobs