We are looking for a Global Technical Success & Escalation Manager to serve as Jabra's internal owner of business-critical escalations across our most strategic global enterprise accounts. This is a high-visibility, high-impact role that sits at the center of Sales, Product Management, Technical Support, and R&D — the connective tissue that ensures complex customer issues get the right people, the right urgency, and the right resolution. When a major account issue is escalated by Sales, you take the wheel. You will own the end-to-end lifecycle of that escalation: triaging the problem, mobilizing the right internal stakeholders across Product and R&D, driving accountability to resolution, and communicating clearly with both the customer and Jabra leadership throughout. You are equally comfortable in a technical deep-dive with an engineer and an executive status call with a CIO. This role is being built within Jabra's growing Enterprise Services organization. While escalation management is the primary focus today, this position is intentionally designed to evolve — as the services function matures, you will increasingly take on a Technical Account Manager role, proactively owning the technical relationship and strategic health of your accounts. Candidates who are excited about building something, not just running a playbook, will thrive here. Key Responsibilities: Escalation Ownership & Management - Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem. - Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources. - Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines. - Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue. - Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incidents; present findings to both internal leadership and customer stakeholders. - Identify recurring escalation patterns across accounts and proactively surface systemic product or process issues to Product Management and R&D to drive long-term resolution. - Maintain a living escalation log and dashboard that provides leadership with real-time visibility into open issues, risk levels, and resolution timelines. Cross-Functional Stakeholder Navigation - Act as the bridge between Sales and the technical organization — translating customer impact into internal urgency, and technical status into language customers and executives can act on. - Build trusted working relationships with Product Management and R&D so that escalations move quickly and roadmap feedback from major accounts reaches the right decision-makers. - Partner with Sales leadership to ensure escalation intake is consistent, well-documented, and triaged appropriately before it reaches the technical organization. - Represent the voice of the customer in internal forums, ensuring that recurring enterprise pain points influence product direction and are not lost in the noise of day-to-day support. - Contribute to escalation playbooks, resolution templates, and internal knowledge resources to improve how the broader organization handles future incidents. Required Qualifications - 7–10+ years of experience in technical escalation management, enterprise technical support, or technical account management within a B2B technology environment. - Demonstrated track record of owning and resolving business-critical escalations for Fortune 500 or global enterprise clients — including cross-functional stakeholder coordination under pressure. - Proven ability to navigate between Sales, Product Management, Technical Support, and Engineering organizations to drive issues to resolution without losing the customer relationship along the way. - Strong technical knowledge in at least one of the following: enterprise headset and audio/video endpoint hardware, professional video conferencing devices, or enterprise device management and fleet operations — with enough hands-on depth to credibly diagnose issues and engage with R&D. - Broad ecosystem awareness across the audio, video, and UCC landscape — understanding how devices, software, UC platforms (Microsoft Teams, Zoom, Cisco WebEx), and endpoint management tooling interact in enterprise environments. - Excellent written and verbal communication skills: equally effective in a technical troubleshooting session with an engineer and a priority escalation call with a CIO. - Experience producing executive-facing RCAs, incident communications, and escalation status reports. - Self-directed and highly organized — capable of managing multiple concurrent escalations and account relationships without losing attention to detail or urgency. - Comfortable working in an evolving, build-it-as-you-go environment; someone who can operate without a fully defined playbook and contribute to building one. Preferred Qualifications: - Hands-on experience with Jabra products across the headset, speakerphone, and video device portfolio — including familiarity with Jabra management software (Jabra Plus, Jabra Xpress, Jabra Direct). - Experience with contact center audio technology, professional AV, or enterprise peripheral ecosystems. - ITIL certification or demonstrated knowledge of ITIL service management frameworks. - Experience working in a globally distributed team across multiple time zones. - Proficiency in CRM and ticketing platforms (Salesforce, Dynamics ServiceNow, ADO, Jira, Aha, or equivalent). - Understanding of enterprise network best practices and experience working with enterprise IT organizations - Work with iconic global enterprise brands on genuinely complex, high-stakes technical challenges. - Be part of a close-knit global team that values technical depth, customer empathy, and accountability. - Competitive compensation package including base salary, performance bonus, and comprehensive benefits. - Flexible remote-first work model with a culture that trusts you to own your outcomes. - A clearly defined growth path from escalation management into Technical Account Management as Jabra's Enterprise Services capability scales — you will help shape what that function becomes. We believe that your personality is an important factor leading to success in the role There is a lot of stakeholder management in this role, and we expect you to collaborate naturally with others to create results. You thrive in an environment with a strong entrepreneurial spirit which requires that you are self-driven and can effortlessly create structure in your work and projects. You naturally take accountability for projects, and we expect that you are analytical and data driven. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $100,000.00 to $140,000.00 base with an additional sales incentive compensation plan. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays. We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process Jabra welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. View the Pay Transparency Nondiscrimination Provision E-Verify: GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation: If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. #LI-Jabra

We are looking for a Global Technical Success & Escalation Manager to serve as Jabra's internal owner of business-critical escalations across our most strategic global enterprise accounts. This is a high-visibility, high-impact role that sits at the center of Sales, Product Management, Technical Support, and R&D — the connective tissue that ensures complex customer issues get the right people, the right urgency, and the right resolution. When a major account issue is escalated by Sales, you take the wheel. You will own the end-to-end lifecycle of that escalation: triaging the problem, mobilizing the right internal stakeholders across Product and R&D, driving accountability to resolution, and communicating clearly with both the customer and Jabra leadership throughout. You are equally comfortable in a technical deep-dive with an engineer and an executive status call with a CIO. This role is being built within Jabra's growing Enterprise Services organization. While escalation management is the primary focus today, this position is intentionally designed to evolve — as the services function matures, you will increasingly take on a Technical Account Manager role, proactively owning the technical relationship and strategic health of your accounts. Candidates who are excited about building something, not just running a playbook, will thrive here. Key Responsibilities: Escalation Ownership & Management - Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem. - Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources. - Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines. - Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue. - Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incidents; present findings to both internal leadership and customer stakeholders. - Identify recurring escalation patterns across accounts and proactively surface systemic product or process issues to Product Management and R&D to drive long-term resolution. - Maintain a living escalation log and dashboard that provides leadership with real-time visibility into open issues, risk levels, and resolution timelines. Cross-Functional Stakeholder Navigation - Act as the bridge between Sales and the technical organization — translating customer impact into internal urgency, and technical status into language customers and executives can act on. - Build trusted working relationships with Product Management and R&D so that escalations move quickly and roadmap feedback from major accounts reaches the right decision-makers. - Partner with Sales leadership to ensure escalation intake is consistent, well-documented, and triaged appropriately before it reaches the technical organization. - Represent the voice of the customer in internal forums, ensuring that recurring enterprise pain points influence product direction and are not lost in the noise of day-to-day support. - Contribute to escalation playbooks, resolution templates, and internal knowledge resources to improve how the broader organization handles future incidents. Required Qualifications - 7–10+ years of experience in technical escalation management, enterprise technical support, or technical account management within a B2B technology environment. - Demonstrated track record of owning and resolving business-critical escalations for Fortune 500 or global enterprise clients — including cross-functional stakeholder coordination under pressure. - Proven ability to navigate between Sales, Product Management, Technical Support, and Engineering organizations to drive issues to resolution without losing the customer relationship along the way. - Strong technical knowledge in at least one of the following: enterprise headset and audio/video endpoint hardware, professional video conferencing devices, or enterprise device management and fleet operations — with enough hands-on depth to credibly diagnose issues and engage with R&D. - Broad ecosystem awareness across the audio, video, and UCC landscape — understanding how devices, software, UC platforms (Microsoft Teams, Zoom, Cisco WebEx), and endpoint management tooling interact in enterprise environments. - Excellent written and verbal communication skills: equally effective in a technical troubleshooting session with an engineer and a priority escalation call with a CIO. - Experience producing executive-facing RCAs, incident communications, and escalation status reports. - Self-directed and highly organized — capable of managing multiple concurrent escalations and account relationships without losing attention to detail or urgency. - Comfortable working in an evolving, build-it-as-you-go environment; someone who can operate without a fully defined playbook and contribute to building one. Preferred Qualifications: - Hands-on experience with Jabra products across the headset, speakerphone, and video device portfolio — including familiarity with Jabra management software (Jabra Plus, Jabra Xpress, Jabra Direct). - Experience with contact center audio technology, professional AV, or enterprise peripheral ecosystems. - ITIL certification or demonstrated knowledge of ITIL service management frameworks. - Experience working in a globally distributed team across multiple time zones. - Proficiency in CRM and ticketing platforms (Salesforce, Dynamics ServiceNow, ADO, Jira, Aha, or equivalent). - Understanding of enterprise network best practices and experience working with enterprise IT organizations - Work with iconic global enterprise brands on genuinely complex, high-stakes technical challenges. - Be part of a close-knit global team that values technical depth, customer empathy, and accountability. - Competitive compensation package including base salary, performance bonus, and comprehensive benefits. - Flexible remote-first work model with a culture that trusts you to own your outcomes. - A clearly defined growth path from escalation management into Technical Account Management as Jabra's Enterprise Services capability scales — you will help shape what that function becomes. We believe that your personality is an important factor leading to success in the role There is a lot of stakeholder management in this role, and we expect you to collaborate naturally with others to create results. You thrive in an environment with a strong entrepreneurial spirit which requires that you are self-driven and can effortlessly create structure in your work and projects. You naturally take accountability for projects, and we expect that you are analytical and data driven. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $100,000.00 to $140,000.00 base with an additional sales incentive compensation plan. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays. We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process Jabra welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. View the Pay Transparency Nondiscrimination Provision E-Verify: GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation: If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. #LI-Jabra

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Engagement Manager, you will collaborate with some of our largest clients to drive the adoption and utilization of the LexisNexis Dynamic Decision Platform, creating impactful business outcomes. You will lead the implementation of LexisNexis Risk Solutions, overseeing the entire lifecycle of projects and engagements. Your primary focus will be to enhance client processes, boost efficiency, and protect customers from fraudulent activity by ensuring they have accurate insights into their customers’ behaviors. - Design and govern implementation projects, acting as the primary point of contact (POC) and managing all phases of client projects. - Work closely with Strategic Account Managers to explore opportunities for further integration of LexisNexis solutions into the clients’ operations. - Present quarterly business reviews (QBRs) to various stakeholders, including executives and business owners. - Leverage your expertise as a trusted advisor to maintain a pulse on the customer’s needs and objectives. Qualifications - Bachelor's degree in the information technology industry or 7+ years of experience in the fraud industry. - Must be able to travel up to 30% of the time. Valid passport required. - Demonstrate and effectively use active listening skills to understand client needs. - Expert-level consultative skills with the ability to collaborate and explore options. - Expert-level ability to use data quality concepts and tools to effectively resolve client issues, while valuing client needs as high priority. - Ability to clearly communicate fraud risks and mitigation plans to both technical and non-technical stakeholders. - Working and demonstrable proficiency in SQL. - Expert-level ability to use performance management to hire, train, and motivate employees. - Familiarity with fraud risks, controls, and mitigation strategies in the Insurance and/or Healthcare industry is preferred. - Expertise in project governance, client delivery, and managing complex implementation projects. - Strong organizational and multitasking skills to ensure smooth project execution. - Expert-level oral and written communication skills. - Expert-level ability to deliver client presentations and performance analysis. - Demonstrable PowerPoint (and similar tools) skills. Requirements - Working and demonstrable proficiency in Python a plus! - Fraud investigator certifications (or similar) a plus! - 7+ years client-facing experience preferred. - Working knowledge of SaaS and “big data” (e.g. Hadoop/Impala) solutions a plus! - Six Sigma or similar certifications a plus! - PMP or similar certification a plus! - Experience analyzing, identifying, or mitigating fraud within Insurance and/or Healthcare environments. Responsibilities - Expert-level affinity to try new methods and new approaches to problem-solving. - Proven research and product skills to analyze an organization's competitive position. - Ability to collaborate with cross-functional teams. - Leadership skills to drive project success and coordinate efforts between internal and client teams. - Expert-level analytical and problem-solving skills. - Expert demonstration of up-to-date and in-depth product knowledge. - Knowledge of APIs and system integration to deliver seamless fraud risk management solutions. - Expert-level relationship building skills. - Expert-level time management skills and strict adherence to timelines. - Ability to prioritize and handle multiple requests concurrently. - Demonstrates ability to work well under pressure. - Coordinates timely implementation of product enhancements and bug fixes with product management team. - Works with the product team to further develop knowledge on particular solutions. - Active participation in product road map discussions as client representative and advocate. - Other duties as assigned. Benefits - U.S. National Base Pay Range: $95,300 - $158,800. Geographic differentials may apply in some locations. - If performed in New York, the base pay range is $104,800 - $174,700. - If performed in New York City, the base pay range is $114,300 - $190,500. - If performed in Rochester, NY, the base pay range is $95,300 - $158,800. - This job is eligible for an annual incentive bonus. - Country specific benefits are offered.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Federal Technical Account Manager will play an advisory role to our federal customers, building long-term strategic relationships and ensuring that iboss customers achieve their desired outcomes through interactions with our product and team members. Responsibilities include: - Supporting customers via live chat, email, web-based ticket systems, telephone, and in-person interactions. - Assisting customers with designing, integrating, implementing, and training on iboss products and services. - Being hands-on with technology and responsible for the commercial aspects of the relationship, including renewing and expanding services. - Acting as a technical customer advocate, partnering with product management, engineering, and R&D resources. An ideal candidate will have a wide breadth of knowledge and experience with enterprise networks, systems, cybersecurity, and sales engineering or technical account management. Key traits include: - Understanding challenges faced by administrators in securing users and devices. - Innate curiosity to understand how systems work and a drive to find creative solutions. - Comfort in a fast-paced, challenging environment with a focus on customer satisfaction. Qualifications - 4-year college degree in a technical field. - 5+ years of experience in a related function, with direct customer advocacy and engagement experience in post-sales or professional services. - Previous experience supporting federal customers. - Previous technical support experience. - Previous sales engineering or technical support experience. - Security clearance is a must. - Outgoing personality and comfortable speaking to customers. - Strong work ethic and team player mentality. - Excellent communication skills, both verbal and written. - Experience designing and supporting multilayer IP networks; routing and switching. - Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS. - Experience managing enterprise deployments of iOS, Android, and Chromebook devices. - Experience managing Windows Server or Red Hat Linux server environments. - Experience managing large (>1k seat) Windows and Mac workstation deployments. - Experience managing DNS; Microsoft or Bind. - Experience with acquiring and analyzing packet captures. - Highly developed sense of integrity and commitment to customer satisfaction. - Strong detail orientation and listening skills. - Strong decision-making and analytical abilities. - *The role is remote, but you must reside in DC, MD, or VA area. Requirements - Ensure that customer desired outcomes are achieved through proactive cadence-driven outreach. - Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied. - Act as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilities. - Advise customers about new products and feature enhancements. - Provide feedback to product management, engineering, and R&D teams. - Work with technical support teams to ensure complex technical support inquiries are solved in a timely manner. - Document interactions comprehensively for auditing and record-keeping purposes. - Help customers measure success by baselining current vs future state. - Work with team leads and management to identify recurring issues or opportunities for product or process improvements. - Create, provide, and present quotations to customers. - Acquire purchase orders from customers. - Create and submit knowledgebase entries to improve customer self-service capabilities. - Create and maintain internal knowledge systems to assist other internal team members. - Stay abreast of product changes, working with lab and test systems to quickly understand new capabilities, devices, and features. - Attend and present at trade shows and on-site training. Benefits - Health, Vision, Dental - open to domestic partners. - 401K plan. - Unlimited PTO. - Company paid holidays.