Escalation Manager

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

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 Success 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 escalate 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
• English language is essential, fluency in French, Portuguese, German or Dutch would be advantageous.