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- Tasks: Manage customer escalations and drive recovery plans for key enterprise accounts.
- Company: Dynamic SaaS company focused on customer success and stakeholder alignment.
- Benefits: Competitive salary, hybrid work model, and exposure to large-scale enterprise environments.
- Other info: Join a supportive team with opportunities for professional growth.
- Why this job: Make a real impact by stabilising key accounts and working with senior stakeholders.
- Qualifications: Experience in Technical Account Management or Customer Success in enterprise SaaS.
The predicted salary is between 62000 - 62000 £ per year.
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 of £62,000 doe
- 12-month contract (inside IR35, PAYE, paid weekly via Principle HR)
- Hybrid: 2-3 days onsite in Staines (easy access 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:
- 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.
Interested? Apply directly or reach out to Som at Principle HR for a quick chat.
Technical Account Manager - Escalations - Global SaaS in London employer: Principle
Contact Detail:
Principle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Account Manager - Escalations - Global SaaS in London
✨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 those tricky interview questions! Think about your past experiences handling high-pressure situations and how you stabilised accounts. We want you to showcase your skills in stakeholder management and recovery plans.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you on their radar and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Technical Account Manager - Escalations - Global SaaS in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Technical Account Manager. Highlight your experience with escalations and managing at-risk accounts, as this is what we’re really looking for!
Craft a Compelling Cover Letter: Use your cover letter to tell us about your high-pressure customer situations. Share specific examples that showcase your skills in stabilising accounts and aligning stakeholders.
Showcase Your Communication Skills: Since this role involves a lot of interaction with senior stakeholders, make sure your application reflects your confident communication style. We want to see how you can bring clarity to complex situations!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Principle
✨Know Your SaaS Inside Out
Make sure you’re well-versed in the specifics of SaaS environments, especially around escalations and customer success. Brush up on your knowledge of common challenges faced by enterprise accounts and be ready to discuss how you've navigated similar situations.
✨Prepare for High-Pressure Scenarios
Since this role involves handling high-pressure customer situations, think of examples from your past experiences where you successfully managed escalations. Be ready to explain your thought process and the steps you took to stabilise the situation.
✨Stakeholder Management is Key
This position requires strong stakeholder management skills. Prepare to discuss how you’ve effectively communicated with senior stakeholders, including C-level executives, and how you’ve aligned their interests during challenging times.
✨Showcase Your Problem-Solving Skills
Be ready to demonstrate your ability to bring structure and clarity to complex situations. Think of specific instances where you developed 'get-well' plans or coordinated internal teams to resolve issues, and share those stories during your interview.