Escalation Manager, Scality
Software-defined storage and data management
Open for applications
Software-defined storage and data management
201-500 employees
Open for applications
201-500 employees
Company mission
Powering data to advance human progress.
Role
Who you are
- Technical knowledge of storage products
- Excellent communication skills at executive and technical level
- Leadership to engage people from multiple teams towards a common goal
- Customer centric
- Tactical focus
What the job involves
- Maintains the database of customers in critical situation and at risk
- Fully understands these customers goals and what prevents them from achieving them
- Coordinates the efforts to resolve the problems and deliver the action plans committed to customers through the Technical Services, Engineering, Product, and Sales teams
- Manages customer expectations: communicating clearly and proactively to customers on risks, delays,and limitations to ensure remediation plans can be put in place
- Ensures the right balance between commitments made to customers and the capability to deliver
- Coordinates the interactions with potential third parties needed for resolution
- Maintains and communicates the full status and action plan - Internal communication, Customer communication (written + meetings) at regular agreed intervals at senior and technical level, Keep teams accountable for their part of the action plan, including the customer
- Maintains Dashboards and KPIs to track customer satisfaction (NPS and related)
- Follows-up on customer satisfaction and usage of the product following escalation resolution
- Define and document processes for improving customer experience
Otta's take
Xav Kearney
CTO of Otta
Managing data at scale is incredibly complex, but software company Scality solves this problem with its purpose-built storage and data management system. Scality offers companies an all-in-one data management experience, which has proven highly popular with enterprises. The company now boasts the likes of Comcast, Bloomberg and Orange among its customers, which is testament to the value of its product. Increased demand for hybrid and multi-cloud data management has allowed the company to grow at considerable pace.
Following on from a 2021 funding round aimed at R&D and smoothing the company's path to profitability, Scality has increased revenue by 50% and partnered with global software companies such as Computer C-Data and the Malaysian RIXS to bring new products to global markets. This expansion was driven by growing fears surrounding data sovereignty regulations. As governments respond to privacy concerns surrounding cloud adoption, companies are moving away from large cloud servers to a hybrid approach where some data is held locally or regionally. This is good news for Scality and its products as this trend is likely to continue for some time.
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2021
$20m
SERIES E
Apr 2018
$52.7m
LATE VC
Total funding: $174.7m
Company benefits
- Work overseas and international relocation
- Sports Allowance Program
- FSA
- Learning and development
- Educational conferences
- Charitable donation matching program
Company values
- Work hard: It takes the dedication of our employees to continuously innovate and bring a quality product to market
- Play hard & eat well: We foster camaraderie and support team-building activities that strengthen relationships in and out of the office
- Amaze the customer: From the beginning, Scality has listened intently to its customers’ needs and consistently works to deliver products that are both innovative and top quality
Company HQ
Yerba Buena, San Francisco, CA
Founders
Jérome Lecat
(CEO)Previously served as CEO of companies such as UUNET and Bizanga. Is a Board Member of France Digitale.
Bradley King
(Field CTO)Previously worked as a Senior Manager at Openwave, and as a Customer Solutions Architect at Bizanga.
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