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.
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