The Escalations Engineer manages complex customer issues end-to-end by performing deep technical analysis and coordinating with Engineering and Product teams. They are responsible for creating reusable documentation, automating troubleshooting steps, and ensuring stable system performance.
Manage the end-to-end sales cycle from prospecting and discovery to negotiation and closing. Build and maintain a healthy pipeline while consistently meeting or exceeding revenue targets.
The specialist will manage inbound and outbound calls, handle customer tickets via CRM, and perform minor troubleshooting for restaurant software. They are also responsible for documenting correspondence and assisting with account management or order inquiries.
Lead, mentor, and develop a team of 8–10 Account Executives to exceed sales goals through effective coaching and performance management. Act as a bridge between Sales, Marketing, and Customer Success to ensure a seamless customer experience and operational excellence.
Manage a portfolio of restaurant customers to drive long-term relationships, product adoption, and business growth. Oversee the post-sale lifecycle by identifying cross-sell opportunities and mitigating churn through proactive engagement.
