Escalation Manager, German speaking

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 Escalation Management 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 elevate 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.
• Native German speaker with good command of English language.

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.