Position Overview -

We are hiring Key Account Managers to oversee high-priority customer situations across our U.S.-based solar operations. This role acts as the structured escalation authority supporting Scheduling, NTP, Inspections, and Project Management teams. The Key Account Manager is responsible for resolving complex cases, protecting customer satisfaction, and driving cross-department accountability. Project ownership remains with Project Managers. However, escalation resolution ownership sits with this role. This is a high-responsibility, high-communication position.

Timings: 9:30pm-6:30am

Core Responsibilities -

Escalation Leadership

Take control of complex and high-risk customer cases
Lead de-escalation calls with professionalism and authority
Resolve billing disputes, delays, inspection failures, permitting setbacks
Protect company reputation during sensitive situations

Cross-Department Accountability

Coordinate directly with PMs, Scheduling, NTP, and Inspections
Identify root causes of breakdowns
Push for timely internal resolution
Escalate internally to leadership when necessary

Client Relationship Protection

Provide structured and transparent updates
Rebuild trust when projects face delays
Reduce negative reviews and customer churn
Ensure high-risk customers are stabilized

Reporting & Process Improvement

Maintain escalation tracker
Report weekly on resolution timelines
Identify recurring operational bottlenecks
Recommend workflow improvements

Requirements

Exceptional spoken and written English
Strong experience handling U.S.-based customers
3 to 6 years experience in escalation, retention, or operations
High emotional intelligence
Confident phone presence
Process-driven and KPI-focused
Ability to stay composed under pressure

Escalation Manager