Sr Advisor, Account Services Management

The Senior Resolution Manager is responsible for leading the resolution of the organization's most critical customer escalations, acting as the primary escalation leader for strategic accounts, executive-level incidents, and business-critical situations. This role goes beyond day-to-day escalation management by driving cross-functional alignment, influencing executive stakeholders, mentoring junior Resolution Managers, and leading initiatives that improve the overall escalation management framework.

The Senior Resolution Manager serves as the escalation management subject matter expert, ensuring that customer-impacting issues are addressed with urgency while balancing business priorities, customer experience, and long-term operational improvements.

Principal Responsibilities:

• Lead the most critical and complex customer escalations (E1), including executive-visible and business-critical situations.
• Own escalation management for strategic accounts, ensuring proactive engagement and successful customer outcomes.
• Drive cross-functional alignment across Support, Engineering, Product Management, Customer Success, and Sales to accelerate issue resolution.
• Act as the primary customer and executive point of contact during major escalations.
• Develop and execute escalation strategies, recovery plans, and risk mitigation actions.
• Mentor and coach junior Resolution Managers, sharing best practices and supporting their development.
• Identify recurring issues and lead initiatives to improve escalation processes, reduce repeat escalations, and enhance customer experience.
• Define and promote escalation management best practices, standards, and operational procedures.
• Build strong relationships with key customers and internal stakeholders to strengthen collaboration and customer confidence.

Skills & Qualifications:

• Bachelor’s degree in Engineering (Communications/Networks or Computer Science) with minimum 10+ years’ experience in Escalation Management, Customer Success, or a related customer-facing role.
• Proven experience managing executive-level and high-impact customer escalations.
• Strong leadership, stakeholder management, negotiation, and conflict resolution skills.
• Ability to influence cross-functional teams and drive alignment without direct authority.
• Experience mentoring team members and leading operational improvements.
• Excellent communication, strategic thinking, and decision-making skills.
• ITIL certification is preferred.
• Certified ScrumMaster (CSM) is a plus.

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at [email protected]. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.