Senior Account Escalations Manager

Senior Account Escalation Manager (12 -Month Contract)Hybrid - Dublin City Centre (2 days in office per week)Global Enterprise Software LeaderAre you the kind of person who thrives on solving complex challenges before they become problems?If you're at your best when working directly with enterprise customers, influencing senior stakeholders, and steering cross-functional teams toward resolution, this could be the opportunity for you.We're recruiting for a Senior Account Escalations Manager to join the Dublin team of one of the world's leading enterprise software companies. This is an 12-month contract role within the Customer Success organisation, focused on proactive escalation management - helping customers maintain a stable environment and maximise satisfaction with the platform.It's a strategic, relationship-driven position where you'll be the trusted advisor ensuring customers get back to a "get-well" state quickly and effectively.What you'll doDeliver proactive customer engagements through Preventative Escalation modelsTake full ownership of assigned proactive account escalation engagements and "get-well" plansEstablish a trusted short-term advisor relationship with customers, from C-suite executives to front-line administratorsCoordinate internal experts and stakeholders to drive timely, effective resolutionAct as the customer champion, ensuring stability and satisfaction within their environmentsProvide support on complex reactive escalations when requiredWork collaboratively across culturally diverse teamsTravel occasionally (up to 10% annually)What you'll bringProven experience in escalation management, technical account management, or programme/project management within Enterprise Software (ideally ITIL-related environments)Strong communication and facilitation skills, with confidence engaging at all levels of a customer organisationDemonstrated ability to see the bigger picture and connect technical details to strategic outcomesExcellent organisational and analytical abilitiesExperience supporting technical end-users in complex environmentsA naturally engaging personality that builds credibility and trust quicklyFamiliarity with platforms such as ServiceNow is an advantageExperience leveraging or critically thinking about AI in work processes, problem-solving, or automation is desirableThe DetailsContract: 12 monthsLocation: Dublin City Centre (hybrid - 2 days in office)Travel: Up to 10% annuallySector: Enterprise Software / Customer Success / Escalation ManagementSalary Range: €80,000 - €92,000If you're an escalation professional who enjoys turning complexity into clarity and building relationships that make a measurable difference, we'd love to hear from you.Apply now to join a world-class team driving proactive customer success at scale.