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- Tasks: Manage customer escalations and drive recovery plans for key enterprise accounts.
- Company: Dynamic SaaS company with a focus on customer success.
- Benefits: Competitive salary, hybrid work model, and annual holidays.
- Other info: Opportunity to work with senior stakeholders and grow in a supportive team.
- Why this job: Make a real impact by stabilising key accounts in a fast-paced environment.
- Qualifications: 8 years in Technical Account Management or similar roles, strong stakeholder management skills.
The predicted salary is between 62000 - 62000 £ per year.
Senior Technical Account Manager - Escalations (SaaS) London / Staines | Hybrid | £62,000 | 12-month contract (PAYE)
If you've handled high-pressure customer situations in SaaS - escalations, at-risk accounts, complex stakeholder environments - this is the kind of role where that experience actually matters. This is a senior, customer-facing role focused on stabilising key enterprise accounts, driving recovery plans, and keeping senior stakeholders aligned when things get challenging.
What's in it for you:
- Annual Salary up to £62,000
- 12-month contract (inside IR35, PAYE)
- Annual holidays and paid bank holidays
- Hybrid: 2-3 days onsite in Staines - 40 min by train from central London.
- Exposure to large-scale enterprise SaaS environments
What you'll be doing:
- Own customer escalation engagements end-to-end
- Build and drive clear 'get-well' plans
- Work closely with senior stakeholders (including C-level)
- Coordinate internal technical teams and SMEs
- Act as the central point of accountability during escalations
What you'll bring:
- 8 Years of experience or background in Technical Account Management, Customer Success, Escalation or Programme Delivery
- Experience in enterprise SaaS / software environments
- Strong stakeholder management across technical and business teams
- Ability to bring structure and clarity to complex situations
- Confident communicator, comfortable in high-pressure scenarios
- Exposure to ITIL environments or platforms like ServiceNow is a plus, not essential.
Technical Account Manager - Escalations - Global SaaS employer: Principle HR
Contact Detail:
Principle HR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Account Manager - Escalations - Global SaaS
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS industry, especially those who have experience with escalations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common scenarios you might face as a Technical Account Manager. Think about how you’d handle high-pressure situations and complex stakeholder environments, and be ready to share your success stories.
✨Tip Number 3
Showcase your skills on platforms like LinkedIn. Share articles or insights related to customer success and escalation management. This not only highlights your expertise but also keeps you on the radar of potential employers.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got some fantastic opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace Technical Account Manager - Escalations - Global SaaS
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Technical Account Manager - Escalations. Highlight your experience in handling high-pressure customer situations and managing escalations in SaaS environments. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your experience with at-risk accounts and how you've successfully stabilised key enterprise accounts in the past. Keep it engaging and relevant to the role, so we can see your passion for the position.
Showcase Your Stakeholder Management Skills: In your application, make sure to highlight your ability to manage complex stakeholder environments. We’re keen to know how you’ve coordinated with senior stakeholders, including C-level executives, and how you’ve kept everyone aligned during challenging times.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at Principle HR
✨Know Your SaaS Inside Out
Make sure you brush up on your knowledge of SaaS environments, especially how escalations work. Be ready to discuss specific scenarios where you've successfully managed high-pressure situations and what strategies you used to stabilise accounts.
✨Prepare for Stakeholder Scenarios
Since this role involves working closely with senior stakeholders, think of examples where you've effectively communicated with C-level executives. Prepare to explain how you kept them aligned during challenging times and the impact of your actions.
✨Showcase Your Problem-Solving Skills
Be ready to demonstrate your ability to bring structure and clarity to complex situations. Think of a time when you faced a particularly tricky escalation and outline the steps you took to resolve it. This will show your potential employer that you can handle the pressure.
✨Familiarise Yourself with ITIL and ServiceNow
While not essential, having a basic understanding of ITIL frameworks or platforms like ServiceNow can give you an edge. If you have experience with these, be sure to mention it, as it shows you're well-versed in industry standards.