Senior Escalation Manager
Posted on Jan 24, 2019 by Access Group
Join the Access Family and see how we make software ideas become a reality!
Our core value of Love work, Love life' has been central to our success and so we're looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company.
Are you ready for the challenge?
What are we all about?
At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive.
As a Senior Escalation Manager you will be part of a team of escalation managers within our Customer Success organisation whose goal is to increase customer satisfaction and loyalty whilst mitigating risk to our business.
Your main role will be handling serious customer issues cases. You will be comfortable with communicating and negotiating with customers' at the most senior level and co-ordinating our internal resources to reach a satisfactory resolution.
You will need to gain a high level understanding of the software solutions that we offer in order that you can engage with customers and internal staff in a meaningful way. You will need to assess the demands of customers and also the commercial impact on our business. You will aim to deliver a solution that meets both needs and ideally moves the customer from a complainant to an advocate.
Typically you will have a caseload of around 25 cases plus interaction with colleagues and staff on other cases.
In the very severe cases you may be required to liaise with our lawyers and our insurers, and respond to threats of legal action.
Although the role is primarily office-based you will be a requirement to travel to other Access offices and to customer sites. There will be occasions where an overnight stay is required.
Day-to-day, you will:
Respond to complaints from customers and escalations from within the business
Triage cases in order to identify those that can be dealt with elsewhere in the business
Respond to customer queries and complaints by email, letter and by telephone
Engage with customers to understand and document their issues
Plan and agree the resolution of issues and co-ordinate resources across the business.
Schedule and monitor agreed activities and provide updates to the customer
Work closely with Sales, Marketing, Professional Services, Development, Product Management and Support
Meet with senior managers or directors at customers to understand their issues, discuss and negotiate resolution plans and recover business goodwill
Liaise with our lawyers, insurers and Directors within the business to agree strategy and approach to cases
Negotiate and agree settlement or contractual exit terms where appropriate
Work with the Escalation Management team to provide analysis of cases, root cause, and trends for reporting to the Access board
Make recommendations to Access around product, people and processes to ensure issues do not re-occur for other customers
Advise and coach colleagues within the business on how to deal with complaints and mitigate risk
As a well-rounded Senior Escalation Manager your Skills and Experiences likely include:
Strong customer facing and excellent communication skills
A proven track record of working in a customer service role
Good time management and organisational skills
The confidence to engage with customers at senior or board level
Experience of owning and managing issue or cases to a successful conclusion
Ability to successfully manage commercial negotiations
The ability to remain professional and calm under pressure
An understand of business software, the ability to learn and understand business processes and relate them to the implemented Access solutions
Good IT literacy with the ability to work with a range of internal systems
Ideally you would also have knowledge of contractual terms and litigation or legal disputes
What does Access offer you?
We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:
A Competitive Salary
Giving Back/Charity days
6 weeks Sabbaticals (after 6 years of service)
The Access Group Big Break: our all-expenses paid holiday to Spain
Become part of our amazing Access family!