Escalation Manager

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. Purpose of role: To deliver get-well plans to top tier customers, reducing dissatisfaction and fostering the right environment for cross-sell & up-sell opportunities. To coordinate with other Keyloop functions to ensure customer issues are resolved satisfactorily. To balance the needs of the urgent against the day-to-day demands of the general customer population. To be aware of and flag potential risk with our customers.

Responsibilities

Deliver get-well plans to top tier customers, reducing dissatisfaction and fostering the right environment for cross-sell & up-sell opportunities; Coordinate with other Keyloop functions to ensure customer issues are resolved satisfactorily; Balance the needs of the urgent against the day-to-day demands of the general customer population; Be aware of and flag potential risk with our customers; Report into the Head of Customer Success within the Customer Enablement team; Be assigned to customers where significant dissatisfaction has been reported and return the customer to a positive state within an agreed timeframe; Monitor and escalate risk appropriately; Work alongside Sales and Customer Success to ensure the best possibility of either new business or renewal; Coordinate timely customer feedback and suggest process improvements to prevent future escalations

Requirements

A skilled negotiator showing resilience during high-tension customer exchanges; Significant exposure to the software industry; Excellent communication skills, both written and verbal; Capacity to use initiative and work alone or as part of a team as required; Experience of the automotive market; Excellent listening skills and balance empathy with the customer versus business demands; Work well under pressure and in times of crisis; Have a sense of humour, resilience and fun; English language is essential

Nice to have

Fluency in French, Portuguese, German or Dutch

Benefits

Collaborate and learn from industry experts from all over the globe; Work with game-changing products and services; Get training and support to try new things, adapt to quick changes and explore different paths; Inclusive work environment; Performance-based pay and benefits; Investment in development; Access to and training on AI tools