Overview
Global Enterprise Software Leader
Are you the kind of person who thrives on solving complex challenges before they become problems?
If you're at your best when working directly with enterprise customers, influencing senior stakeholders, and steering cross-functional teams toward resolution, this could be the opportunity for you.
We're recruiting for a Senior Account Escalations Manager to join the Dublin team of one of the world's leading enterprise software companies. This is an 12-month contract role within the Customer Success organisation, focused on proactive escalation management - helping customers maintain a stable environment and maximise satisfaction with the platform.
It's a strategic, relationship-driven position where you'll be the trusted advisor ensuring customers get back to a "get-well" state quickly and effectively.
What you'll do
* Deliver proactive customer engagements through Preventative Escalation models
* Take full ownership of assigned proactive account escalation engagements and "get-well" plans
* Establish a trusted short-term advisor relationship with customers, from C-suite executives to front-line administrators
* Coordinate internal experts and stakeholders to drive timely, effective resolution
* Act as the customer champion, ensuring stability and satisfaction within their environments
* Provide support on complex reactive escalations when required
* Work collaboratively across culturally diverse teams
* Travel occasionally (up to 10% annually)
What you'll bring
* Proven experience in escalation management, technical account management, or programme/project management within Enterprise Software (ideally ITIL-related environments)
* Strong communication and facilitation skills, with confidence engaging at all levels of a customer organisation
* Demonstrated ability to see the bigger picture and connect technical details to strategic outcomes
* Excellent organisational and analytical abilities
* Experience supporting technical end-users in complex environments
* A naturally engaging personality that builds credibility and trust quickly
* Familiarity with platforms such as ServiceNow is an advantage
* Experience leveraging or critically thinking about AI in work processes, problem-solving, or automation is desirable
The Details
* Contract: 12 months
* Location: Dublin City Centre (hybrid - 2 days in office)
* Travel: Up to 10% annually
* Sector: Enterprise Software / Customer Success / Escalation Management
If you're an escalation professional who enjoys turning complexity into clarity and building relationships that make a measurable difference, we'd love to hear from you.
Apply now to join a world-class team driving proactive customer success at scale.
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Customer Service, General Business, and Project Management
Industries
* Software Development, Technology, Information and Internet, and Technology, Information and Media
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