[Hiring] Customer Escalation Lead @REALTIME SOFTWARE SOLUTIONS LLC

Role Description

The Customer Escalation Lead is a senior individual contributor responsible for protecting customer confidence, managing strategic customer relationships, and driving the successful resolution of high-impact customer escalations. This role serves as the primary point of coordination for RealTime's most strategic accounts and executive-visible customer situations, ensuring escalations receive timely attention, clear ownership, proactive communication, and coordinated cross-functional support.

• Acts as a trusted customer advocate and strategic partner across Customer Support, Product Health, Engineering, Product Management, and Customer Success.
• Owns complex customer escalations from intake through resolution and customer confirmation.
• Proactively identifies account risks, strengthens executive relationships, and amplifies the Voice of the Customer throughout the organization.
• This is an individual contributor role with significant cross-functional influence and no direct reports.

Qualifications

• 7+ years of customer support, customer success, technical account management, account management, or escalation management experience within a SaaS environment.
• Minimum of 3 years serving strategic accounts, enterprise customers, or executive-visible customer relationships.
• Demonstrated experience independently managing high-risk customer escalations from intake through resolution.
• Proven ability to communicate effectively with executive-level customer stakeholders including VP and C-suite audiences.
• Experience coordinating complex customer issues across Product, Engineering, Customer Success, Professional Services, or Support organizations.
• Strong understanding of customer relationship management, customer-risk mitigation, and escalation governance practices.
• Experience synthesizing customer feedback and translating findings into business recommendations.
• Exceptional verbal communication, executive communication, presentation, and customer management skills.
• Demonstrated ability to remain composed and effective in high-pressure situations.
• Experience working within Salesforce, Jira, or similar customer management and ticketing platforms.
• Ability to maintain full compliance with HIPAA Privacy Rule requirements.

Requirements

• Serve as the primary customer advocate and escalation resource for an assigned portfolio of RealTime's most strategic customer accounts.
• Develop and maintain deep knowledge of assigned accounts, including operational workflows, platform usage, customer priorities, active initiatives, support history, and organizational relationships.
• Establish trusted relationships with customer stakeholders and serve as a consistent point of contact during high-impact situations.
• Conduct regular account reviews and customer touchpoints to proactively identify concerns, opportunities, and risks.
• Reinforce customer confidence through proactive engagement, responsiveness, transparency, and follow-through.
• Own the end-to-end lifecycle management of customer escalations from intake through resolution and customer confirmation.
• Ensure all escalations maintain clear ownership, documented action plans, communication cadence, and executive visibility as appropriate.
• Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and solution-focused communication.
• Coordinate cross-functional resources to drive timely issue resolution and remove roadblocks.
• Monitor customer health indicators, open support activity, escalation trends, and customer sentiment for assigned accounts.
• Identify potential customer risks before they become escalations.
• Partner with Customer Success, Customer Support, and Product Health to develop proactive risk mitigation plans.
• Track recurring challenges and ensure follow-through on commitments made to customers.
• Coordinate complex, multi-team customer issues requiring collaboration across Support, Product Health, Engineering, Product Management, QA, and Customer Success.
• Synthesize recurring customer pain points, systemic issues, and product gaps observed across the strategic account portfolio.
• Document escalation outcomes, root causes, lessons learned, and improvement opportunities.
• Support Customer Health reporting and escalation governance processes.
• Maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI) as part of daily responsibilities.
• Uphold the highest standards of professionalism in all written and verbal communications.

Benefits

• The company sponsors health insurance, long-term disability, and life insurance.
• Unlimited Paid Time Off.
• 10 paid Holidays.
• Paid Parental Leave.
• Work Anniversary Bonus.
• Participation in the Employee of the Quarter Program.
• Monthly $100 Connectivity Stipend Reimbursement.
• RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.