Escalations manager vs customer relations manager

The differences between escalations managers and customer relations managers can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become an escalations manager, becoming a customer relations manager takes usually requires 2-4 years. Additionally, an escalations manager has an average salary of $95,457, which is higher than the $66,782 average annual salary of a customer relations manager.

The top three skills for an escalations manager include escalation management, technical support and customer support. The most important skills for a customer relations manager are customer issues, customer relations, and customer satisfaction.

Escalations manager vs customer relations manager overview

	Escalations Manager	Customer Relations Manager
Yearly salary	$95,457	$66,782
Hourly rate	$45.89	$32.11
Growth rate	-	8%
Number of jobs	53,187	61,089
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 57%
Average age	47	42
Years of experience	6	4

What does an escalations manager do?

An escalations manager is an individual who is in-charged in dealing with and resolving customer escalations while maintaining a strong relationship with the customer. The essential skills that an escalations manager should possess to accomplish his/her or her responsibilities include excellent technical and customer service skills. The requirements to qualify for the position include prior work experience related to the field and possess a bachelor's or associate degree in business, management, communication, or a related discipline.

What does a customer relations manager do?

Customer relations managers focus on maintaining close connections with customers. It is done through marketing strategies that will continue to engage customers daily. Constant communication creates a closeness with customers and, in the end, solidifies trust and confidence in the company's products and services. The role of the customer relations manager is crucial for maintaining a solid customer base for the company. A customer relations manager must have good communication and interpersonal skills.

Escalations manager vs customer relations manager salary

Escalations managers and customer relations managers have different pay scales, as shown below.

	Escalations Manager	Customer Relations Manager
Average salary	$95,457	$66,782
Salary range	Between $71,000 And $126,000	Between $42,000 And $104,000
Highest paying City	Seattle, WA	Pleasanton, CA
Highest paying state	Washington	Nevada
Best paying company	Google	Amazon
Best paying industry	Technology	Automotive

Differences between escalations manager and customer relations manager education

There are a few differences between an escalations manager and a customer relations manager in terms of educational background:

	Escalations Manager	Customer Relations Manager
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 57%
Most common major	Business	Business
Most common college	California State University - Bakersfield	California State University - Bakersfield

Escalations manager vs customer relations manager demographics

Here are the differences between escalations managers' and customer relations managers' demographics:

	Escalations Manager	Customer Relations Manager
Average age	47	42
Gender ratio	Male, 55.4% Female, 44.6%	Male, 38.2% Female, 61.8%
Race ratio	Black or African American, 10.6% Unknown, 4.7% Hispanic or Latino, 18.1% Asian, 5.2% White, 60.8% American Indian and Alaska Native, 0.6%	Black or African American, 6.0% Unknown, 4.7% Hispanic or Latino, 9.1% Asian, 5.1% White, 74.7% American Indian and Alaska Native, 0.4%
LGBT Percentage	8%	16%

Differences between escalations manager and customer relations manager duties and responsibilities

Escalations manager example responsibilities.

Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
Insert insurance and patient demographics, verify Medicaid and Medicare.
Verify member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans.
Monitor agents phone calls then set individual AHT.
Point of contact for adding internal users to CRM software and troubleshooting.
Develop bonus structures and are in charge of payroll for multiple projects.

Customer relations manager example responsibilities.

Create, manage, and optimize websites, blogs, social media pages, twitter accounts.
Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures.
Collect and distribute payroll bi-weekly.
Complete payroll information require to include punch details and other payroll information as needed.
Develop and cultivate vendor relationships constructing a prefer supplier base internally to be leverage across client base.

Escalations manager vs customer relations manager skills

Common escalations manager skills

Escalation Management, 12%
Technical Support, 10%
Customer Support, 8%
Traction, 6%
Customer Relationships, 5%
Excellent Interpersonal, 5%

Common customer relations manager skills

Customer Issues, 15%
Customer Relations, 13%
Customer Satisfaction, 12%
Dealership, 9%
Customer Complaints, 6%
Warranty Claims, 4%

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Office and Administrative Industry
Escalations Manager
Escalations Manager vs Customer Relations Manager

Updated January 8, 2025

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