This is a Fully Remote Job
1. About Our Client:
The organization operates in the clinical research technology industry, providing cloud-based SaaS solutions aimed at advancing medicine and improving clinical research processes. By addressing complexities and inefficiencies in clinical research, it helps make studies more organized, efficient, and cost-effective. The company serves a global market and supports research advancement through its technology.
2. About the Opportunity:
The
Customer Escalation Lead
is a senior individual contributor responsible for managing high-impact customer escalations within strategic accounts. This role serves as the primary advocate and coordinator for critical customer issues, ensuring timely resolution and maintaining customer confidence. It drives cross-functional collaboration and proactively manages customer risks to strengthen relationships and enhance overall customer health.
3. Responsibilities:
Act as the main escalation contact for strategic customer accounts
Develop deep understanding of assigned accounts and maintain trusted customer relationships
Manage escalations end-to-end, ensuring clear ownership and communication
Lead escalation discussions and coordinate cross-functional resolution efforts
Monitor customer health indicators to identify and mitigate risks proactively
Facilitate alignment among technical and customer-facing teams
Advocate for customers in product management and defect prioritization meetings
Document escalation outcomes and provide executive-level summaries
Support customer health governance and continuous improvement initiatives
Maintain compliance with privacy regulations when handling protected health information
4. Requirements:
Experience in managing complex customer escalations
Strong skills in cross-functional coordination and communication
Ability to build trusted relationships with executive and customer stakeholders
Understanding of clinical research or SaaS technology environments preferred
Commitment to compliance with relevant privacy standards
5. Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.