Customer Escalation Manager
hace 2 días
**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
-
Customer Escalation Manager
hace 3 semanas
San Miguel de Tucumán, Argentina Ruhrpumpen, Inc. A tiempo completoBuild your future with Sovos. If you are seeking a career where innovation meets impact, you’ve come to the right place. Sovos is a global leader transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever‑changing regulatory landscape. We are committed to solving compliance...
-
Customer Escalation Manager
hace 2 semanas
San Miguel de Tucumán, Argentina Sovos A tiempo completoBuild your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever‑changing regulatory landscape. At Sovos, we're dedicated to more than just...
-
Strategic Escalation
hace 2 semanas
San Miguel de Tucumán, Argentina Sovos A tiempo completoA leading compliance solutions provider is seeking a Customer Escalation Manager in San Miguel de Tucumán. The ideal candidate will manage customer relationships through escalation scenarios and ensure successful renewals by identifying risks. This role requires strong communication skills and a background in customer success or account management,...
-
Customer Escalation Lead, SaaS Success
hace 3 semanas
San Miguel de Tucumán, Argentina Ruhrpumpen, Inc. A tiempo completoA global technology firm is looking for a Customer Escalation Manager in San Miguel de Tucumán, Argentina. The role involves managing customer relationships, mitigating risks, and ensuring overall client satisfaction. Candidates should have 2+ years of experience in customer success, excellent communication skills, and be able to handle multiple projects....
-
Customer Success Manager
hace 4 semanas
San Miguel de Tucumán, Argentina Sovos A tiempo completoBuild your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just...
-
Customer Success Manager
hace 2 semanas
San Miguel de Tucumán, Argentina Sovos Latinoamérica A tiempo completoBuild your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just...
-
Customer Success Manager
hace 2 semanas
San Miguel de Tucumán, Argentina Sovos Latinoamérica A tiempo completoA global tax compliance leader is seeking a Customer Success Manager in San Miguel de Tucumán, Argentina. The role involves managing customer relationships, mitigating risks, and ensuring satisfaction. Candidates should have at least 2 years of experience in customer success or account management, with excellent communication skills in English and possibly...
-
AI-Driven Customer Support Manager
hace 1 día
San Miguel de Tucumán, Argentina Sovos Latinoamérica A tiempo completoA global provider of tax compliance solutions is seeking a Manager for Customer Support in San Miguel de Tucumán. This role involves leading a team to ensure exceptional service experiences while driving operational excellence. Candidates should have a Bachelor's degree and relevant experience, demonstrating strong leadership and communication skills. The...
-
Strategic Customer Success Manager — Risk
hace 4 semanas
San Miguel de Tucumán, Argentina Sovos A tiempo completoA global technology firm in San Miguel de Tucumán is seeking a Customer Success Manager to enhance customer satisfaction by managing relationships and ensuring project success. The ideal candidate will have 2+ years of experience in customer success or account management in a SaaS environment, with excellent English communication skills. This role includes...
-
Manager, Customer Support
hace 1 día
San Miguel de Tucumán, Argentina Sovos Compliance A tiempo completoBuild your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just...
