Senior Account Escalation Manager
* Dublin – hybrid
* Contract: 11 months – extension is possible
* Salary: €80,000 - €90,000/annum pro rata doe
Our client – a cloud computing company – is looking for a Senior Account Escalation Manager to manage proactive escalation engagements.
Note: This is not a sales, sales support, or an account manager role.
Responsibilities:
* Primary focus on delivering proactive engagements through the Preventative Escalation models.
* Understand all aspects of the engagement and develop a clear scope and get-well plan.
* 100% ownership of the proactive account escalation engagement and all activities that make up the get-well plan.
* Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the proactive engagement.
* Co-ordination with all internal subject matter experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the proactive account escalation.
* Customer champion, a resource specifically focused on ensuring the customer environment maintains a stable state and increase customer satisfaction, resulting in the continued growth of the account.
* Provide support on complex reactive account escalations as the business requires.
To be successful in this role you have:
* 10 years experience in relevant roles - Project Management, Escalation management, C-level comms, stakeholder management, and dealing with multiple streams.
* Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
* Experience with high level / C-level executives is a must
* Ability to see the bigger picture in situations
* Possess the type of magnetic personality that naturally builds relationships and instils trust
* Experience working with Enterprise Software companies.
* Strong organizational and analytical skills
* Experience dealing with technical end-users in a support role
* ServiceNow Platform experience is a plus
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