Customer Engagement Executive

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Collaborative work environment

Professional development

Access to cutting-edge technology

Flexible work arrangements

Health and wellness programs

Job summary

Ladders is seeking a Customer Engagement Executive to own end-to-end service delivery and operational execution for assigned customer accounts in a remote US-based role.

The role emphasizes incident management, change coordination, and configuration oversight, partnering with Sales, Support, and Engineering to meet SLA and CSAT goals while improving processes and resolving escalations.

Qualifications

• 12+ years in service delivery or support operations with strong ITIL knowledge.
• Experience managing customer accounts and meeting SLA and CSAT goals.
• Proficiency with service platforms such as ServiceNow and reporting or analytics tools.
• Strong communication, prioritization, and problem-solving skills.

Responsibilities

• Manage incident, change, configuration, and customer management activities end to end for assigned accounts.
• Run service reviews, performance reporting, and root cause analysis follow-ups; implement corrective actions.
• Identify process, knowledge, and automation improvements; contribute to playbooks.
• Handle escalations and stakeholder communications; ensure timely updates and outcomes.
• Partner with Sales, Support, and Engineering to align delivery with commitments.

Skills

ITIL knowledge

Customer account management

Communication skills

Cross-functional coordination

Tools

ServiceNow

Job description

For our client, we are seeking a Customer Engagement Executive to join the team of a leader in the Technical Services space.

This role will own end-to-end service delivery and operational execution for assigned customer accounts, with a strong focus on incident management, change coordination, and configuration oversight. You will be responsible for maintaining service quality, strengthening customer relationships, and ensuring commitments are met across a complex technical support environment. The position will also partner closely with internal teams to improve processes, resolve escalations, and drive measurable outcomes in SLA and CSAT performance.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Manage incident, change, configuration, and customer management activities end to end for assigned accounts
• Run service reviews, performance reporting, and root cause analysis follow-ups; implement corrective actions
• Identify process, knowledge, and automation improvements; contribute to playbooks
• Handle escalations and stakeholder communications; ensure timely updates and outcomes
• Partner with Sales, Support, and Engineering to align delivery with commitments

Qualifications

• 12+ years in service delivery or support operations with strong ITIL knowledge
• Experience managing customer accounts and meeting SLA and CSAT goals
• Proficiency with service platforms such as ServiceNow and reporting or analytics tools
• Strong communication, prioritization, and problem-solving skills
• Ability to coordinate cross-functional work streams

Benefits

• Collaborative work environment
• Opportunities for professional development
• Access to cutting-edge technology
• Flexible work arrangements
• Comprehensive health and wellness programs

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.