Customer Escalation Manager

Description

Summary: Manage customer relationships through escalation scenarios, delivering high levels of project management and business value. Highlights: 1. Proactive advocate for customers to mitigate risk and escalation 2. Nurture accounts during escalations to eliminate attrition risk 3. Ensure customer feedback drives product and service improvement Title: Customer Escalation Manager **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 **Environmental Job Requirement and Working Conditions** Utilize technology (e.g., phone systems, computer hardware and software applications) to fulfill work requirements **Company Background** Sovos was built to solve the complexities of the digital transformation of tax, with complete, connected offerings for tax determination, continuous transaction control compliance, tax reporting and more. The company supports more than 8,000 customers, including half of the Fortune 500, operating in over 70 countries. Its SaaS products and proprietary Sovos S1 Platform integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout North America, Latin America and Europe, and is owned by Hg and TA Associates. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.