Customer Escalation Manager

Department: Client Success

Location:

Position Overview

As the Customer Escalation Manager, you will report to the Team Lead, Customer Success, and will be responsible for managing customer relationships through escalation scenarios by delivering high levels of project management, business value and cultivating deep customer relationships. This role will be responsible for all aspects of risk mitigation. You will develop and execute open items trackers to drive efficient risk resolutions and overall customer satisfaction of your customers, resulting in customers for life!

Job Responsibilities

Act as an extension of the customer, being a proactive advocate within Sovos and the customer to help mitigate risk and escalation

Closely manage and nurture accounts during escalations to identify and eliminate risk of attrition

Partner with internal Sovos stakeholders to align account activities with the customer’s business case and strategy

Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal

Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and services

Utilize risk case completion notes templates and open items trackers to maintain consistency and accuracy

Provide timely and accurate updates to customers until cases are completed

Organizational Alignment

Reports to: the Team Lead, Customer Success

Manages accounts through a pool of escalation cases

Qualifications

2+ years of customer success, account management, or sales experience in SaaS or similar industry

General knowledge of tax reporting and compliance a plus

Excellent communication skills, including issue tracking, triaging and crisis management

Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards

Experience with CSM technologies such as Salesforce, Gainsight etc. Ability to efficiently manage multiple customer projects simultaneously

Communicates with internal and external customers and all levels of management

Effectively communicate technical information to non-technical audiences

Understands how to communicate difficult/sensitive information tactfully

Continually seeks opportunities to increase customer satisfaction and deepen client relationships

Manages client expectations effectively

Proficient in Spanish and/or Portuguese a plus