Senior Critical Accounts Manager

Customer Success | Portland, OR, United States



Senior Critical Accounts Manager

 

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with customers their – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology.


The Opportunity

 

Marketo is currently seeking a Senior Escalation Manager to join the Critical Accounts escalation team. The candidate will be responsible for the managing and reporting of critical customer situations. The goal of the Escalation Manager is to expedite the resolution of customer’s issues where the long term relationship is at risk, from technical product issues to business & renewal risks and concerns. The candidate must be able to effectively triage customer issues, fully understand and document client concerns, work alongside cross functional teams, drive expedient resolution, and conduct post mortems to recommend improvements across the organization. The individual will provide necessary internal reporting through SFDC objects/cases/dashboards and weekly cross departmental management executive summary meetings. Most importantly the candidate must be able to stay calm and collected in a high pressure environment.  This role has high visibility across the entire Marketo organization and leadership team.

 

This role will report into the Director of Critical Accounts under the Account Management department at Marketo.

 

Responsibilities:

  • Candidate will be working primary with Marketo's Strategic/Enterprise customers and the Marketo Strategic/Enterprise team members.
  • To become the main owner/driver of customer escalations, from organizing calls to coordinating internal cross functional resources with the goal of making our customers successful.
  • Understand, document and prioritize client issues during escalation calls/emails.
  • Work with internal Marketo cross departmental teams to leverage correct resources to drive client issues to resolution.
  • Update SFDC notes on escalation resolution progress.
  • Communicate with clients to assess satisfaction levels with services delivered.

 

Required Skills / Experience:

 

  • Minimum of 2 years experience in problem management, project management, or managing major incidents / situations with knowledge of escalation management guidelines
  • Exceptional communication skills and experience working with executives and C-level constituents.
  • Ability to remain calm while effectively prioritizing and executing tasks in a high-pressure environment
  • Exceptional written communication skills with a proactive approach to updating internal team members and updating internal documentation (ex: SFDC cases)
  • Ability to translate technical incidents into business terms and priorities.
  • A focus on the customer's success and overall ownership of the escalation; use of own initiative and a proactive approach to work.
  • Understands a customer's issue and demonstrates real concern.
  • Adaptability to new processes and expectations.
  • Experience with Salesforce, JIRA, Smartsheet, and/or equivalent a plus
  • PMP certified or equivalent educations not required but a plus

 

 

About Marketo

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology. Marketo puts Marketing First. Headquartered in San Mateo, CA, with offices around the world, Marketo serves as a strategic partner to large enterprise and fast-growing small companies across a wide variety of industries. To learn more about Marketo’s Engagement Marketing Platform, LaunchPoint® partner ecosystem, and the vast community that is the Marketo Marketing Nation®, visit www.marketo.com.


Marketo is an equal opportunity employer.