Keyloop

Escalation Manager

Reposted 9 Days Ago

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Prague, CZE

In-Office

899K-1M Annually

Mid level

Automotive • Retail • Software

The Role

The Escalation Manager is responsible for addressing significant customer dissatisfaction, coordinating issue resolution, and ensuring positive customer experiences while identifying risks for top-tier clients.

Summary Generated by Built In

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

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

Role & Responsibilities

Reporting into the Head of Customer Success within the Customer Enablement team
You will be assigned to customers where significant dissatisfaction has been reported, with the specific aim of returning the customer to a positive state within an agreed timeframe
You will monitor and escalate risk appropriately
You will work alongside Sales and Customer Success to ensure we have the best possibility of either new business or renewal
You will coordinate timely customer feedback and be essential in suggesting process improvements to prevent future escalations

Skills / Knowledge & Experience

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, fluency in French, Portuguese, German or Dutch would be advantageous.

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.

"At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."

Skills Required

Skilled negotiator during high-tension customer exchanges
Significant exposure to the software industry
Excellent written and verbal communication skills
Experience in the automotive market
Ability to work under pressure

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The Company

HQ: Hungerford

2,035 Employees

What We Do

As the largest global automotive technology company, Keyloop delivers cutting-edge solutions, tailored to the modern needs of auto retailers and OEMs alike. With 40 years of automotive DNA, and a deep understanding of what it takes to drive success, Keyloop solutions are delivered in over 90 countries, and trusted by more 20,000 retailers and 80 OEMs worldwide. From the showroom to the workshop, and everything in between, its technology facilitates distinctive customer experiences between key systems, tools and departments. With modern consumers demanding increasingly high levels of service and responsiveness, Keyloop and their partners connect retailers and OEMs to consumers through every step of their journey. Keyloop delivers a proven technology ecosystem that redesigns the automotive retail experience to cultivate lasting loyalty and optimise margins through increased efficiency, elevated experiences, and unrivalled connected data. For more information, please visit www.keyloop.com