Regional Escalation Manager (Brøndby, Denmark)

Job summary

The Regional Escalation Manager is responsible for managing critical customer and partner escalations across the EMEA region, ensuring successful outcomes during high-impact technical and operational challenges. This role involves coordinating cross-functional teams and maintaining customer trust throughout the escalation process.

Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, Computer Science, or equivalent professional experience
• 5+ years of experience in Technical Support, Escalation Management, Customer Success, Service Delivery, Incident Management, or related customer-facing roles
• Proven experience managing complex customer escalations involving multiple technical and business stakeholders
• Strong project management and stakeholder coordination skills
• Excellent verbal and written communication skills, including executive-level communication
• Experience working with enterprise customers, channel partners, distributors, or managed service providers
• Strong analytical, problem-solving, and decision-making capabilities
• Experience working with CRM, support ticketing, or service management platforms

Responsibilities

• Lead complex customer and partner escalations from initial engagement through successful resolution and closure
• Coordinate cross-functional teams across Technical Support, Engineering, Product Management, Customer Success, Sales, and Operations
• Develop and execute escalation action plans that ensure accountability and timely resolution
• Facilitate escalation reviews, war rooms, executive briefings, and stakeholder meetings
• Provide proactive communication, status updates, and executive-level reporting throughout the escalation lifecycle
• Assess technical severity, business impact, and customer risk to prioritize resources and actions
• Conduct root cause reviews and drive corrective and preventive actions
• Identify recurring trends and recommend improvements to products, processes, and customer experiences
• Support major incident management activities and crisis response efforts when required
• Build trusted relationships with customers, partners, distributors, and internal stakeholders

Skills

• Ability to remain calm and focused in high-pressure situations
• Quick to build trust and communicate with confidence
• Balances customer advocacy with business priorities
• Thrives in collaborative environments and brings people together around solutions
• Takes ownership and drives issues through to completion
• Continuously seeks opportunities to improve processes and customer experiences

Education

• Bachelor's degree in a relevant field or equivalent professional experience

Tools

• Experience with CRM, support ticketing, or service management platforms