Location:
Dublin, Ireland
Work Model:
Hybrid
Contract:
11 months
Overview
Our client, a leading global enterprise software provider, is seeking a
Senior Account Escalation Manager
to oversee high-impact, proactive customer engagement initiatives. This role is designed to support strategic accounts that require enhanced attention and short-term advisory services to ensure satisfaction, platform stability, and continued business success.
Important:
This is
not a sales or sales support role
. It is a customer advocacy and engagement position focused on proactive and preventative account management.
Key Responsibilities
* Lead proactive customer engagements through structured Preventative Escalation models.
* Define the scope and own the full lifecycle of proactive escalation engagements, including the creation and execution of get-well plans.
* Establish and maintain high-trust relationships with customer stakeholders at all levels, from front-line administrators to C-suite executives.
* Act as the central coordination point for internal teams and subject matter experts during active escalations.
* Advocate for the customer, ensuring a stable operating environment and increasing customer satisfaction with the client's software platform.
* Assist in reactive account escalations as needed, providing additional support during high-priority incidents.
* Deliver a hybrid engagement model with occasional travel (up to 10% per year).
What We're Looking For
* Proven experience in similar roles within
enterprise software environments
, ideally aligned with ITIL or technical account management.
* Strong customer-facing skills with a natural ability to build credibility and trust.
* Strategic thinker with the ability to quickly assess complex situations and see the "big picture."
* Excellent verbal and written communication skills, including experience presenting to senior stakeholders.
* Confident working in culturally diverse, global teams.
* Exceptional organizational, facilitation, and analytical skills.
* Experience working with technical end-users in support, service, or delivery functions.
Preferred Skills
* Familiarity with enterprise workflow or service management platforms (experience with the ServiceNow platform is a plus).
* Understanding of how
AI tools and automation
can be integrated into business workflows and decision-making.
* Experience leveraging AI insights or capabilities to enhance customer success or operational efficiency.
Why Apply?
This is a high-impact role where you'll act as a critical liaison between enterprise customers and internal teams, delivering outcomes that directly influence customer success and retention. You'll work with a globally recognized software platform and a forward-thinking team focused on proactive, customer-first engagement strategies.
Ready to Join?
If you're passionate about enterprise software, thrive under pressure, and love building lasting customer relationships, we'd love to hear from you.
Please note – this role does not provide sponsorship at this time.