28 days old

Executive Escalations Case Manager

Accenture
San Jose, CA 95115
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As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address todays biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources.


Description


Executive Escalation case managers function as enterprise level consultants for executives. This role has customer and executive level transparency. Triage, troubleshoot, and liaise customer inquiries with a professional and delightful demeanor. Strong communication and interpersonal skills are imperative to work with other POCs and end customers.




Day-to-day responsibilities may include, but are not limited to:

+ Provide premium support experience for customers and executives by resolving queries routed from Executive Escalation POCs on various Product Verticals leads and other associated tasks including status updates resolution confirm to customers and or executives

+ Responsible for support by answering complex issues and to help coordinate and escalate issues appropriately. Also conduct refresher training on frequent queries with other support groups partnering with Executive Escalations POC s to suggest inputs to update internal resources and knowledge base

+ Liaison between other product team POCs and customers to determine the best course for resolution.

+ Have problem solving troubleshooting skills which help them identify and report bugs to Executive Escalation POCs, and work with internal teams to help resolve complex, escalated issues

+ Take end to end ownership of escalations, as defined, and provide best effort support.

+ Provide feedback on the Executive escalation process

+ Manage Executive Escalation, BBB and FCC ticket queue

+ Perform root cause analysis RCA or deep dives on issues trends to be delivered to clients

+ Independently analyzing troubleshooting issues and problem solving often with minimal oversight

+ Understand process flow, and suggest best practices to improve operational efficiency and productivity

+ As an Accenture employee, you will receive competitive rewards, access to benefits programs (weCare) and world-class learning resources, while gaining job experience with one of the worlds leading professional services organizations.








Basic Qualifications

+ 4 years of experience in customer client facing with strong written communication or 4 years of experience supporting high profile escalations or customer retention support

+ Experience in doing deep dives, reporting and root cause analysis

+ Experience in process documentation SOP

+ This role requires you work on-site and being fully vaccinated is a requirement of entry premises






Preferred Skills / Experience

+ Excellent teamwork skills ability to collaborate with multiple POCs to get the desired resolution with high energy and flexibility in a fast paced, constantly evolving team environment

+ Flexibility to work in a 24/7 environment

+ Experience as case manager, relationship manager or similar function in a technology or financial institute







What We Believe



We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.



Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)



Equal Employment Opportunity Statement



Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.



All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.



Accenture is committed to providing veteran employment opportunities to our service men and women.



For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/\_acnmedia/Careers/PDF-9/Accenture-Annual-Policy-Statement-Regarding-EEO-2018-Applicant.pdf) .



Requesting An Accommodation



Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.



If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/contact-us) or speak with your recruiter.



Other Employment Statements



Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.



Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.



Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.



The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.


Posted: 2021-09-24 Expires: 2021-11-08
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Executive Escalations Case Manager

Accenture
San Jose, CA 95115

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