Customer Escalation ManagerDepartment: Client SuccessLocation:Position OverviewAs 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 ResponsibilitiesAct as an extension of the customer, being a proactive advocate within Sovos and the customer to help mitigate risk and escalationClosely manage and nurture accounts during escalations to identify and eliminate risk of attritionPartner with internal Sovos stakeholders to align account activities with the customer’s business case and strategyIdentify renewal risk and collaborate with internal teams to remediate and ensure a successful renewalEnsure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and servicesUtilize risk case completion notes templates and open items trackers to maintain consistency and accuracyProvide timely and accurate updates to customers until cases are completedOrganizational AlignmentReports to: the Team Lead, Customer SuccessManages accounts through a pool of escalation casesQualifications2+ years of customer success, account management, or sales experience in SaaS or similar industryGeneral knowledge of tax reporting and compliance a plusExcellent communication skills, including issue tracking, triaging and crisis managementExperience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing StandardsExperience with CSM technologies such as Salesforce, Gainsight etc. Ability to efficiently manage multiple customer projects simultaneouslyCommunicates with internal and external customers and all levels of managementEffectively communicate technical information to non-technical audiencesUnderstands how to communicate difficult/sensitive information tactfullyContinually seeks opportunities to increase customer satisfaction and deepen client relationshipsManages client expectations effectivelyProficient in Spanish and/or Portuguese a plus Qualifications
