What are the responsibilities and job description for the Escalation Manager position at Infor?
Infor is looking for an Escalation Manager to join our Atlanta, GA or Dallas, TX office. When critical customer situations occur, the Escalation Manager jumps into action: owning end-to-end resolution with decisive leadership, orchestrating cross-functional teams, and maintaining focus until the customer is back on track. Tis hands-on role is trusted by stakeholders to cut through complexity, mobilize the right people at every level, and drive outcomes with urgency and clarity.
Beyond crisis response, Escalation Managers collaborate across a global network of peers to deliver 24/7 coverage, drive proactive risk management and continuous improvement with key insights, and uphold the quality standards that make Infor's escalation practice world-class.
A Day in the Life Typically Includes:
- Escalation leadership & resolution: Qualifying incoming escalations, setting direction, leading the resolution team and serve as the final decision-maker (in alignment with key stakeholders).
- Resolution planning & execution: Build and manage structured resolution plans with defined owners, deadlines, and prioritized actions.
- Stakeholder communication: Own all communication throughout the escalation lifecycle - synthesizing complexity into clear, timely updates for executive stakeholders, customers, and internal teams alike, and preparing executive summaries for senior leadership.
- Resource mobilization: Identify and deploy the right Subject Matter Experts (SMEs) and leaders across Product, Development, Sales, and Services - navigating a global matrix with influence and speed to secure the resources needed.
- Quality & global operations: Uphold escalation reporting standards, contribute to global EM coverage across time zones, and conduct root-cause analysis and lessons-learned to surface insights that drive systemic improvement across the organization.
Basic Qualifications:
- Prior experience in a customer-facing service, support, technical account management or escalation management role within enterprise SaaS / software, with an understanding of enterprise software delivery, support operations and customer lifecycle management.
- Ability to lead cross-functional teams through high-pressure, time-critical resolution scenarios with measurable outcomes.
- Ability to structure and drive resolution efforts within specific timelines
- Ability to de-escalate situations, managing resource conflicts, and influencing without authority across a global matrix.
Preferred Qualifications:
- Prior experience spanning enterprise SaaS support, escalation or problem management, and customer success.
- Familiarity with or experience using Infor products or comparable enterprise ERP platforms from other vendors.
- Healthcare industry experience - understanding the operational, regulatory, and patient-care dynamics that shape enterprise technology requirements and escalation stakes in this sector.
- A background in escalation management and problem management, tracking metrics such as escalation volume, CSAT, and RCA trends.
- Technical Project Management experience - PMP or equivalent certification a plus, particularly in SaaS implementation or managed services environments.
- Degree in Computer Science, Information Technology, Business, or a related field; or equivalent professional experience.
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
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