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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.
Seniority level
* Mid‑Senior level
Employment type
* Contract
Job function
* General Business, Information Technology, and Project Management
* Software Development and IT Services and IT Consulting
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