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Customer Escalation Specialist

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

201701260
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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

Description

•Corporate Account Manager (CAM) assumes ownership and primary service point of contact to manage complex and escalated Cloud & on premise customer issues to closure working cross-functionally with Kronos Cloud Operations, Engineering, Field and KGS.
•Strong communication skills (both written and verbal) are required to support the role of cross functional liaison with Kronos Cloud, Engineering, Field Service, Sales & customers.
•CAMs are responsible for coordinating efforts between the appropriate functional Kronos teams to work and resolve issues impacting the successful use of Kronos products.
•CAMs provide support to the Cloud and KGS management team to identify resource needs across multiple technical teams and management of issue resolution and closure. This includes but is not limited to:
•Planning & chairing internal & external customer issue meetings;
•Conducting conference calls,
•Maintaining detailed issues lists,
•Generating executive and/or general summaries as well as providing report updates for all managed accounts.

The role of a CAM includes:
•Proactively engage for large and complex customers early in the deployment process
•Responsible for engaging the identified Cloud or on premise customer and addressing the issues of concern, assuming full ownership and control of client/corporate account team for escalated issues.
•Set appropriate expectations for Customers and Kronos regarding issue resolution and process of engagement
•Present and oversee resources for addressing issues
•Provide consistent and recorded communication on status and next steps to all parties involved.
•Champion and represent Cloud, Field and Customer issues to Engineering

Qualifications

•At least five years’ professional experience with Customer Management or Account Management required.
•Excellent communication skills (both written and verbal) are required to support the role of cross functional liaison with Kronos Cloud, Engineering, Field Service, Sales & customers.
•Strong attention to detail - managing & controlling conference calls, maintaining issues lists and action items, as well as setting appropriate expectations in escalated situations.
•Ability to coordinate efforts between the appropriate functional teams, bringing the appropriate resources to bear on an issue while often influencing without authority.
•Must be well organized, flexible and able to work multiple customer accounts in a fast paced, time sensitive environment.

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EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.