Escalation Manager

Purpose of role

• To deliver get-well plans to top tier customers, reducing dissatisfaction and fostering the right environment for cross-sell & up-sell opportunities
• To coordinate with other Keyloop functions to ensure customer issues are resolved satisfactorily
• To balance the needs of the urgent against the day-to-day demands of the general customer population
• To be aware of and flag potential risk with our customers

Role & Responsibilities

• Reporting into the Head of Customer Success within the Customer Enablement team
• You will be assigned to customers where significant dissatisfaction has been reported, with the specific aim of returning the customer to a positive state within an agreed timeframe
• You will monitor and escalate risk appropriately
• You will work alongside Sales and Customer Success to ensure we have the best possibility of either new business or renewal
• You will coordinate timely customer feedback and be essential in suggesting process improvements to prevent future escalations

Skills / Knowledge & Experience

• A skilled negotiator showing resilience during high-tension customer exchanges
• Significant exposure to the software industry
• Excellent communication skills, both written and verbal
• Capacity to use initiative and work alone or as part of a team as required
• Experience of the automotive market
• Excellent listening skills and balance empathy with the customer versus business demands
• Work well under pressure and in times of crisis
• Have a sense of humour, resilience and fun
• English language is essential, fluency in French, Portuguese, German or Dutch would be advantageous.