Account Escalations Manager

Position Overview

As the Account Escalations Manager, you are responsible for leading the resolution of complex or high-impact issues raised by our buyers, with a focus on maintaining trust, strengthening relationships, and protecting account retention. You’ll serve as the primary point of accountability for escalated concerns, partnering closely with Ambient’s Support, Engineering, Account Management, and Implementation teams to drive swift and thorough resolutions. Your role is critical in delivering a high-touch experience during moments of friction and ensuring a proactive, solutions-oriented approach across the customer journey.

Main Duties & Responsibilities

• Escalation Management: Take ownership of high-priority or complex escalations from Support, Customer Success, Sales, and Account Management, ensuring a coordinated and timely response.
• Customer Communication: Act as a steady, transparent point of contact for escalated buyers, clearly communicating issue status, expected timelines, and resolution outcomes while de-escalating sensitive situations.
• Cross-functional Collaboration: Partner with Support, Engineering, Implementation, and Product teams to gather context, identify solutions, and ensure smooth execution across departments.
• Root Cause Identification: Investigate underlying causes of recurring escalations and advocate for process or product improvements to prevent similar issues in the future.
• Performance Monitoring: Track key escalation metrics—including time to resolution, satisfaction ratings, and volume trends—and use data insights to recommend improvements.
• Process Development: Define and refine internal escalation protocols, including triage workflows, ownership handoffs, and communication standards.
• SLA Management: Ensure escalated issues are resolved within service level expectations and identify bottlenecks in resolution pathways.

Key Success Characteristics

• Customer Advocacy: Deep empathy for customer needs with a strong service mindset and the ability to remain calm under pressure.
• Analytical Thinking: Ability to dissect complex issues and bring clarity to ambiguous or layered problems.
• Communication Excellence: Strong verbal and written communication skills with the ability to manage executive-level customer conversations.
• Cross-functional Influence: Skilled at aligning multiple stakeholders and driving action across departments without direct authority.
• Conflict Resolution: Able to mediate high-stakes conversations and rebuild trust through transparency and follow-through.
• Process-Oriented: Comfortable designing scalable workflows to improve escalation handling and issue resolution.
• Technical Fluency: Familiarity with customer support platforms, ticketing systems (e.g. Zendesk, Salesforce), and CRM tools.

Required Qualifications

• 3–5 years of experience in a customer support, technical support, or account management role with direct experience handling escalations.
• Proven success working cross-functionally across technical and non-technical teams.
• Demonstrated experience managing high-pressure customer relationships with empathy and professionalism.
• Strong understanding of customer success best practices and escalation frameworks.
• Experience working in a SaaS, proptech, or tech-enabled services environment preferred.
• Excellent organizational and time management skills.

About the Company

Ambient combines a decade of operational experience with design and engineering prowess to improve apartment living and management in the most impactful, cost-effective way possible. The name "Ambient" embodies our vision to create a category-defining platform that seamlessly integrates smart technology into the built environment and transforms the way people live, visit, and work in multifamily communities. Our focus is on increasing the value of multifamily properties by making them more efficient to operate and more comfortable to live in.

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