Technical Account Manager - Escalations - Global SaaS

If you've handled high-pressure customer situations in SaaS - escalations, at-risk accounts, complex stakeholder environments - this is the kind of role where that experience actually matters.

This is a senior, customer-facing role focused on stabilising key enterprise accounts, driving recovery plans, and keeping senior stakeholders aligned when things get challenging.

What's in it for you

• Annual Salary of £62,000 doe
• 12-month contract (inside IR35, PAYE, paid weekly via Principle HR)
• Hybrid: 2-3 days onsite in Staines (easy access from central London)
• Exposure to large-scale enterprise SaaS environments

What you'll be doing

• Own customer escalation engagements end-to-end
• Build and drive clear "get-well" plans
• Work closely with senior stakeholders (including C-level)
• Coordinate internal technical teams and SMEs
• Act as the central point of accountability during escalations

What you'll bring

• Background in Technical Account Management, Customer Success, Escalation or Programme Delivery
• Experience in enterprise SaaS / software environments
• Strong stakeholder management across technical and business teams
• Ability to bring structure and clarity to complex situations
• Confident communicator, comfortable in high-pressure scenarios
• Exposure to ITIL environments or platforms like ServiceNow is a plus, not essential.

Interested?

Apply directly or reach out to Som at Principle HR for a quick chat.