Escalation Management Manager Jobs

About The Role & Team Amplitude’s Revenue Accounting Operations team is looking for a Senior Revenue Analyst to help ensure our order-to-cash process runs accurately, efficiently, and at scale. In this hands-on role, you’ll serve as a critical accounting checkpoint between executed contracts, billing, and revenue recognition, making sure orders are set up correctly before they flow through our systems. You’ll work closely with teams across Sales, Deal Desk, Finance, and Revenue Accounting to resolve issues, navigate non-standard terms, and improve our processes. This is a great opportunity for someone who enjoys digging into the details, solving problems, and building scalable processes in a high-growth SaaS environment. As a Senior Revenue Analyst, you will: Review executed order forms and contracts to validate pricing, terms, billing schedules, and product configurations before booking in NetSuite. Own the accurate setup and maintenance of sales orders, customers, and billing schedules in NetSuite, ensuring complete and reliable data throughout the order-to-cash process. Partner cross-functionally to troubleshoot contract and billing issues, manage escalations, and ensure non-standard terms are appropriately identified for Revenue Accounting review. Serve as an accounting checkpoint, maintaining data integrity and ensuring clean, accurate handoffs into billing and revenue recognition. Partner with business stakeholders to identify opportunities for process improvements, automation, and greater efficiency across order-to-cash workflows, while supporting ad-hoc projects as needed. You'll be a great addition to the team if you have: You bring a strong attention to detail and take pride in getting the fine print right, especially when small setup errors can create downstream accounting or billing issues. You’re comfortable working cross-functionally and can clearly communicate issues, ask the right questions, and drive problems to resolution. You have a process-or

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. Developer Community Manager Location: Bengaluru, India About the Role Smartsheet is looking for a Developer Community Manager to build, grow, and lead our developer community from the ground up. In this role, you will establish the foundation, help define the culture, and create the programs that turn individual developers into an engaged community. You will earn trust one conversation at a time, and scale engagement through content, consistency, and authentic connection. You will report directly to the Director of Community and partner closely with Product, Engineering, Marketing, and Customer Success to ensure the developer voice informs everything we build. Our Community is central to how customers succeed — and our developer ecosystem is a critical part of that mission. This is a rare opportunity to build something from the ground up and leave a lasting mark on how the next generation of Smartsheet builders connect, learn, and grow. You Will: Act as the community's primary voice: respond to questions and threads across platforms. Moderate channels to ensure a safe, inclusive environment; enforce guidelines and manage escalations professionally. Drive engagement by sparking conversations, surfacing resources, and keeping threads active. Host recurring office hours and AMAs with internal guests to build relationships and identify developer needs. Nurture emerging contributors and connect them to broader advocacy programs. Manage the content calendar; plan, create, and schedule engaging content with

About Appier Appier is a software-as-a-service (SaaS) company that uses artificial intelligence (AI) to power business decision-making. Founded in 2012 with a vision of democratizing AI, Appier’s mission is turning AI into ROI by making software intelligent. Appier now has 17 offices across APAC, Europe and U.S., and is listed on the Tokyo Stock Exchange (Ticker number: 4180). Visit www.appier.com for more information. About the Role Appier is seeking a Software Engineer, Ad Serving to be the deepest technical problem-solver behind our advertising products. When a campaign underdelivers, when CVR drops without an obvious cause, or when a partner integration behaves unexpectedly, you are the person who reproduces the issue, reads the logs, queries the data, and gets to the actual root cause — then explains it in language a client or an account team can act on. You will work at the intersection of ad serving, data, and machine learning: diagnosing delivery and performance issues across the full funnel from bid request to conversion, validating partner and supply integrations, and turning what you find into concrete improvements to our bidding and supply strategy. You will also build the tooling and playbooks that let the rest of the organization resolve these issues without you. [The seniority/title is determined by job-related skills, experience, and evaluation after the interview.] Responsibilities Own Tier 2/3 escalations across ad serving, tracking, data pipelines, and ML-driven bidding Perform root cause analysis on delivery failures, pacing anomalies, and performance metric fluctuations (CTR/CVR/CPA/ROAS) Debug OpenRTB integrations, VAST/video, SDKs, MMP postbacks, and conversion tracking (S2S, CAPI, SKAdNetwork) Use SQL to analyze large-scale bid/impression/conversion data and isolate anomalies Analyze supply-side data (SupplyChain object, ads.txt, sellers.json) to strengthen delivery strategy and flag invalid traffic Build internal tools and

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role As a Channel Partner Manager for Korea, you will be responsible for building, managing, and scaling strategic partnerships with both System Integrators (SIs) and resellers to accelerate the adoption of our solutions in the Korean market. You will work at the intersection of cutting-edge technology and Korea's unique business ecosystem, helping partners integrate our products into their solution portfolios and joint go-to-market strategies. As a Channel Partner Manager, you will focus on growing the partner Anthropic reseller and services business in Korea and achieving quarterly revenue and partner attach targets through new customers and upsells. You'll be the local owner of these partner relationships in Korea. Our partners will look to you for everything that makes the channel work day to day from initial onboarding to deal registration, enablement, billing and contracting questions, escalations. Our internal teams will look to you for what is happening in the market, how partners are driving new opportunities and growth within existing customers. You'll work closely with the local sales team and the central program team, co-selling on partner-sourced and partner-influenced opportunities and managing direct versus partner conflict as deals arise. Strong business creation skills are needed to identify joint value propositions and explore co-selling models. Much of the process for running the channel in Korea doesn't exist yet, and building it will be a large part of the job in the first year. While revenue contribution is the key metric, building scalable partner engagement and executing joint initiatives are crucial

Reddit is a community of communities. It’s built on shared interests, passion, and trust, and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 130 million daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit www.redditinc.com . Our mission is to bring community and belonging to everyone in the world. Reddit is a community of communities where people can dive into anything through experiences built around their interests, hobbies, and passions. With more than 50 million people visiting 100,000+ communities daily, it is home to the most open and authentic conversations on the internet. From pets to parenting, skincare to stocks, there’s a community for everybody on Reddit. For more information, visit redditinc.com. The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Snoo Operations & Support (SOS), to help drive and scale our support team. Supporting the Central and East regions of the United States and some European regions, this role is expected to be on-site at our New York office at least 4 days a week to support office helpdesk experience, frequent events, AV support and for special events as needed. Our team works cross-functionally with our partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. We on-board new employees, provision hardware, and provide hands-on or remote support for all Reddit employees worldwide. You will be a hands-on technical leader, working with the team and assisting our customers via in-person walkup, support tickets, email, and chat. You will help lead day-to-day end user support end-users for the office while working closely with the greater team to:

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? Fin is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions. What will I be doing? Lead technical discovery to identify and address our customers’ needs Deliver an exceptional pre-sales experience by articulating Fin's value and technical expertise Conduct impactful, value-based solution reviews and in-depth technical sessions Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalatin

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? Fin is looking for an exceptional Solutions Engineer to join our vibrant Customer Solutions Team. In this role, you’ll engage directly with our customers as their trusted advisor, playing a pivotal part in defining and demonstrating value across the entire sales cycle. With a natural curiosity, independent thinking, and strong problem-solving skills, you’ll partner closely with Product, R&D, and Engineering to ensure our customers’ needs and insights are at the core of our AI powered solutions. What will I be doing? Lead technical discovery to identify and address our customers’ needs Deliver an exceptional pre-sales experience by articulating Fin's value and technical expertise Conduct impactful, value-based solution reviews and in-depth technical sessions Design and lead tailored Proof of Concepts (POCs) that showcase Fin's capabilities Serve as the primary resource for RFPs and customer security questions, utilizing standardized materials and escalatin

Who are we? Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems. We’re training and deploying frontier models for enterprises who are building AI systems. We believe that our work is instrumental to the widespread adoption of AI and we are looking for folks that want to be part of that. We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. Cohere is a team of researchers, engineers, designers, and more, who are all passionate about their craft. We are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul. Join us! Why This Role? We're seeking an exceptional Customer Success Manager with deep expertise in the French public sector and government landscape to lead our most strategic government accounts. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of French government organizations. What You'll Do Strategic Customer Partnership: Own the success, adoption, and growth of Cohere's French public sector customers, ensuring they realize maximum value from our AI solutions Build deep, trusted relationships with senior French government stakeholders, including Ministres d'État, Préfets, CIOs, digital transformation leads, and ministerial executives Develop comprehensive success plans tailored to each organization's mission, digital strategy, budget cycles (lois de finances), and unique constraints Serve as the primary point of contact and executive sponsor for your accounts, managing escalations and ensuring customer satisfaction Define and track success metrics aligned with French public sector priorities: citizen satisfaction, service delivery improvements, cost savin

About Vercel: Vercel is the agentic infrastructure company, freeing people and agents to ship what's next. For more than a decade we've helped builders move from idea to production with speed, security, and exceptional developer experience. Now we're scaling our products for both agents and people to ship and run software, built in the open and trusted by OpenAI, PayPal, Ramp, Supreme, and millions of developers worldwide. About the Role: We are looking for a Product Manager, Observability to join our Product team. You will own the strategy and roadmap for Vercel's observability products, including Runtime Logs, OpenTelemetry tracing, and Drains, which let teams stream logs, traces, Web Analytics events, and Speed Insights metrics into the systems they already use. You will partner closely with engineering and design to help customers understand and debug what they run on Vercel, both through Vercel's native surfaces and through integrations with vendors that support OpenTelemetry. You will report to the product lead and will be located in New York, NY (hybrid). If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you're located beyond that distance, the role is fully remote. For location-specific details, please connect with our recruiting team. What You Will Do: Own strategy and roadmap for Vercel's observability products, from telemetry ingestion through the surfaces developers use to debug and monitor. Turn ambiguous signal — support escalations, customer interviews, usage data, competitive shifts — into a sequenced plan with clear tradeoffs. Partner daily with engineering on scoping, and with design on making dense telemetry data genuinely legible. Define the native-vs-integrate line: what Vercel builds, and where we make Datadog, Sentry, Grafana, Honeycomb, and New Relic work seamlessly. Work with Enterprise customers and Sales/So

Who are we? Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems. We’re training and deploying frontier models for enterprises who are building AI systems. We believe that our work is instrumental to the widespread adoption of AI and we are looking for folks that want to be part of that. We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. Cohere is a team of researchers, engineers, designers, and more, who are all passionate about their craft. We are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul. Join us! Why This Role? We're seeking an exceptional Customer Success Manager with deep expertise in the French public sector and government landscape to lead our most strategic government accounts. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of French government organizations. What You'll Do Strategic Customer Partnership: Own the success, adoption, and growth of Cohere's French public sector customers, ensuring they realize maximum value from our AI solutions Build deep, trusted relationships with senior French government stakeholders, including Ministres d'État, Préfets, CIOs, digital transformation leads, and ministerial executives Develop comprehensive success plans tailored to each organization's mission, digital strategy, budget cycles (lois de finances), and unique constraints Serve as the primary point of contact and executive sponsor for your accounts, managing escalations and ensuring customer satisfaction Define and track success metrics aligned with French public sector priorities: citizen satisfaction, service delivery improvements, cost savin

About the team: The CPQ & NPI Operations team sits within Product Operations and is at the core of how we bring new products to market and optimise our quote-to-cash process. We don’t just operationalise new SKUs—we ensure seamless integration of next-generation quoting tools, drive automation, and enhance the overall sales experience. We partner across Product, Engineering, Sales, Deal Desk, and Finance to streamline how products are configured, quoted, sold, and provisioned. Our team ensures that our CPQ and Product Master tools remain high-performing, scalable systems—balancing automation, policy enforcement, and ease of use without overloading it with unnecessary complexity. About the role: We are seeking a highly driven, enterprising individual with exceptional communication skills to join our NPI Operations team and help operationalise our products in our quote-to-cash processes. In this full-time hybrid role, you’ll use your NPI and CPQ knowledge to translate strategy into operational reality: aligning with cross-functional partners on process and policy, compiling requirements, and delivering efficient, scalable solutions from New Product Introduction (NPI) through End of Life (EOL). What you'll do: Support GTM initiatives and new product launches; be accountable for CPQ and NPI deliverables that drive product growth and improve sales productivity. Own the NPI Operations ticket queue and dashboards: triage, assign, track, and follow up to meet SLAs and prevent escalations; balance day-to-day support with small to medium projects. Regularly compile reports and provide clear status updates; communicate timelines, risks, and decisions to stakeholders. Deliver NPI releases and bug fixes based on priority; execute predefined processes independently and escalate for support or visibility when appropriate. Lead CPQ and NPI enhancements and initiatives end-to-end: requirements analysis, consensus-building, solution design, testing, documentation, training, and l

Why Sony Interactive Entertainment? Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity. As a member of the Production Operations Engineering team within the platform technology group, you will help keep key user experiences on the platform available, resilient and high performing across time zones and critical business periods, while continually enabling our service teams to deliver new and exciting products and technical features. The team is trusted to respond when production services need support, including through rotational on-call, incident response and urgent operational escalations. You will be empowered to define and lead technical initiatives, helping identify and proactively drive improvements in process, technology and production operations supporting millions of users. This Staff individual contributor role carries broad technical ownership: a recognized expert and hands-on system architect whose decisions shape reliable production services across multiple partner teams. The ideal candidate brings deep full-stack engineering and production experience, strong automation instincts, cloud/container operations expertise, incident leadership, and curiosity for using AI-assisted workflows to improve operational quality, release confidence and delivery speed. Responsibilities: Lead application operations and production support for internal and

Who are we? Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems. We’re training and deploying frontier models for enterprises who are building AI systems. We believe that our work is instrumental to the widespread adoption of AI and we are looking for folks that want to be part of that. We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. Cohere is a team of researchers, engineers, designers, and more, who are all passionate about their craft. We are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul. Join us! Why This Role? We’re seeking an exceptional Customer Success Manager with deep expertise in the UAE private sector enterprise landscape to lead our most strategic accounts across these dynamic markets. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of private sector organizations in Saudi Arabia and the United Arab Emirates. What You'll Do Strategic Customer Partnership Own the success, adoption, and growth of Cohere’s UAE private sector customers, ensuring they realize maximum value from our AI solutions. Build deep, trusted relationships with senior enterprise stakeholders, including CXOs, VPs, Directors, and digital transformation leads. Develop comprehensive success plans tailored to each organization’s mission, digital strategy, budget cycles, and unique constraints. Serve as the primary point of contact and executive sponsor for your accounts, managing escalations and ensuring customer satisfaction. Define and track success metrics aligned with private sector priorities: ROI, revenue growth, operational efficiency, cost savings, and innovation o

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role Anthropic is building data center campuses at a pace where several are under construction at once, each moving through design, construction, commissioning, and turnover to an operating partner. Security scope on those projects (the physical protections, the systems that enforce them, and the operational readiness of the company that will run the site) has to be delivered as deliberately as the buildings themselves. As Lead for Data Center Security Delivery, you will own security through that entire arc for every campus under construction: from groundbreaking, through construction-phase security, through commissioning and milestone acceptance, to a clean handover into full operation. You are the single point of accountability for "the site's security is actually ready", and you will verify that the operating partner has its people, processes, systems, and contractual security obligations genuinely in place before a site goes live. This is a delivery role, not a watch-the-dashboard role. You'll absorb the day-to-day noise of active construction sites (schedule slips, design changes, vendor coordination, escalations) so the rest of DCSE can stay focused on steady-state operations and systems. And where DCSE's requirements or processes don't survive contact with a real construction schedule, you will have the authority, and the expectation, to rewrite them. Role boundaries. This seat is distinct from DCSE's regional security operations leads and from the team's systems-engineering roles. The operations leads own steady-state regional programs (vendors, guard force, incident response) once a site is running; the systems role

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox's Operations organization and transforming our customer experience through our multi-year vision and strategy execution. The team provides support to Roblox's global players, developers, and advertisers. As a Lead, Product Support Ops on our Safety Ops Team, you’ll be mentor and lead the team that is focused on Escalations, Product Reliability, Process Improvement and Design and plays a critical role in managing and resolving escalations and high-impact incidents affecting our Roblox users and platform. Your team will be responsible for identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality. You will be reporting to the Trust & Safety India Operations Manager and leading the Product Support Specialist team, providing coverage across billing, accounts, creator, and adjacent domains. This is a player-coach role, weighted toward leadership. You'll still go deep on the hardest problems and stay close enough to the work to be a genuine execution expert, but your primary leverage is the team, and you'