Strategic Customer Escalation Lead

CDIT; San Antonio (TX); In loco; USD 120.000 - 160.000; Tempo pieno

Descrizione del lavoro

CDIT in San Antonio seeks a Customer Escalation Lead to protect customer confidence, manage strategic relationships, and drive high-impact escalations to resolution. You will coordinate across Product Health, Engineering, Product Management, and CS teams, owning escalations end-to-end and communicating with executive stakeholders.

The role emphasizes cross-functional leadership, proactive risk mitigation, and a trusted customer advocate in a fast-paced SaaS environment.

Competenze

• 7+ years of customer support, customer success, technical account management, account management, or escalation management experience within a SaaS environment.
• Minimum 3 years serving strategic accounts, enterprise customers, or executive-visible customer relationships.
• Demonstrated experience independently managing high-risk customer escalations from intake through resolution.
• Proven ability to communicate effectively with executive-level customer stakeholders, including VP and C-suite audiences.
• Experience coordinating complex customer issues across Product, Engineering, Customer Success, Professional Services, or Support organizations.
• Strong understanding of customer relationship management, customer-risk mitigation, and escalation governance practices.
• Experience synthesizing customer feedback and translating findings into business recommendations.
• Exceptional verbal communication, executive communication, presentation, and customer management skills.
• Demonstrated ability to remain composed and effective in high-pressure situations.
• Experience working within Salesforce, Jira, or similar customer management and ticketing platforms.
• Ability to maintain full compliance with HIPAA Privacy Rule requirements.

Mansioni

• Serve as the primary customer advocate and escalation resource for an assigned portfolio of the organization's most strategic customer accounts.
• Develop and maintain deep knowledge of assigned accounts — operational workflows, platform usage, customer priorities, active initiatives, support history, and organizational relationships.
• Establish trusted relationships with customer stakeholders and serve as a consistent point of contact during high-impacts situations.
• Conduct regular account reviews and customer touchpoints to proactively identify concerns, opportunities, and risks.
• Reinforce customer confidence through proactive engagement, responsiveness, transparency, and follow-through.
• Own the end-to-end lifecycle of customer escalations from intake through resolution and customer confirmation.
• Coordinate cross-functional resources to drive timely issue resolution and remove roadblocks.
• Escalate critical customer risks internally when additional leadership visibility or organizational support is required.
• Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and solution-focused communication.
• Monitor customer health indicators, open support activity, escalation trends, and customer sentiment for assigned accounts.

Strumenti

Salesforce

Jira

Descrizione del lavoro

CDIT in San Antonio seeks a Customer Escalation Lead to protect customer confidence, manage strategic relationships, and drive high-impact escalations to resolution. You will coordinate across Product Health, Engineering, Product Management, and CS teams, owning escalations end-to-end and communicating with executive stakeholders.

The role emphasizes cross-functional leadership, proactive risk mitigation, and a trusted customer advocate in a fast-paced SaaS environment.