Remote Enterprise Escalations CRM Lead

Qad; A distancia; MXN 1,437,000 - 1,797,000; Jornada completa

Descripción de la vacante

A leading SaaS company seeks an Escalations Manager to oversee critical customer accounts. In this fully remote role based in Mexico, you will manage high-impact issues and lead resolution strategies using your ERP expertise. The ideal candidate has over 5 years of experience in technical escalation management and a strong background in IT. This company values collaboration and offers a supportive culture focused on growth and work-life balance. Compensation is based on experience and skills.

Servicios

Healthy work-life balance programs

Opportunity to join a growing business

Formación

• 5+ years in enterprise technical escalation management or critical response roles, ideally within a SaaS or ERP environment.
• Proven ability to coordinate multiple high-priority issues simultaneously under pressure.

Responsabilidades

• Act as the primary escalation lead for high-impact accounts, managing issues from onset through stabilization.
• Develop and execute account-level stabilization plans.
• Proactively identify systemic issues and drive permanent resolution.

Conocimientos

Enterprise technical escalation management

ERP application architecture

System integrations

Infrastructure troubleshooting

Operating systems troubleshooting (Unix / Windows)

Database tasks (e.g., Progress DBA, SQL)

Educación

Bachelor’s degree in IT, Computer Science, or equivalent experience

Descripción del empleo

A leading SaaS company seeks an Escalations Manager to oversee critical customer accounts. In this fully remote role based in Mexico, you will manage high-impact issues and lead resolution strategies using your ERP expertise. The ideal candidate has over 5 years of experience in technical escalation management and a strong background in IT. This company values collaboration and offers a supportive culture focused on growth and work-life balance. Compensation is based on experience and skills.