Title: Customer Escalation Manager
Position Overview
As the Customer Success 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.
Top Skills
What We Do
Sovos provides businesses with the confidence needed to navigate an increasingly regulated world. Offering a modern, IT driven response to compliance, Sovos’ solutions are scalable, reliable and secure and provide a great user experience. Sovos has more than 100,000 customers, including half the Fortune 500, as well as businesses of every size operating in more than 70 countries.
The company’s cloud-based solutions integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout the Americas and Europe and is owned by Hg and TA Associates.
Why Work With Us
We are dedicated to being a place where people truly enjoy being. We promote internally and offer a variety of development programs internally. Tax and the regulatory compliance space is also an incredibly stable industry! It changes a lot (because, tax!) but it is never going away. It is always something businesses will have to do!
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