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Capital Vacations
Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading complex enterprise software escalations and customer recovery efforts, with a strong technical background in support engineering or technical account management. Proven ability to communicate effectively with customer executives and improve processes based on data-driven insights.
Highest-signal resume keywords
Complex Enterprise Software EscalationsCustomer Recovery ManagementTechnical Account ManagementIncident ManagementData-Driven Problem Identification
About the role
Key responsibilities & impact- Lead Eve's response when customers encounter serious product, integration, delivery or adoption problems
- Build and run the customer escalation program
- Personally lead complex recovery plans and executive customer conversations
- Maintain a unified view of flagged customer risks and escalations
- Set severity based on customer impact and urgency, assign accountable owners and next steps, and determine which cases require direct leadership
- Work with Support, Product and Engineering to understand failures, dependencies and remedies, translating findings into clear customer communication
- Set decision deadlines and escalate priority or resource conflicts to the VP of Customer Success and relevant functional leaders
- Define exit criteria, confirm recovery completion and return customers to their account teams
- Identify recurring escalation causes and improve the product, delivery process and customer experience
Requirements
What you’ll need- Experience personally leading complex enterprise software escalations, customer recovery or technical account engagements
- A hands-on technical background, such as support engineering, solutions engineering or architecture, technical account management or implementation engineering
- Ability to work through complex issues with engineers, test assumptions and separate symptoms from underlying causes
- Record of communicating clearly with customer executives during difficult situations and earning trust through follow-through
- Experience building an escalation or customer risk program, including prioritization, accountable owners and clear criteria for resolution
- Sound judgment under pressure and ability to secure decisions across teams without direct management authority
- Experience using data, AI or automation to identify emerging problems and improve follow-through, while checking the quality of the underlying information
- Experience with legal technology, enterprise integrations or complex software implementations (nice to have)
- Incident management experience, including leading the response to high-severity customer issues (nice to have)
- Experience improving a recurring product or delivery problem using evidence from customer escalations (nice to have)
Benefits
Comp & perks- Competitive Salary & Equity
- 401(k) Program with Employer Matching
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Commuter Benefits (in office employees only)
- Autonomous Work Environment
- Workplace Setup Reimbursement
- Telecomm Stipend
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In office Perks (in office employees only)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Escalation Program DevelopmentTechnical Account EngagementComplex Issue ResolutionCustomer CommunicationEvidence-Based Process Improvement
Soft Skills
Sound Judgment Under PressureTrust BuildingCross-Team Decision Making
Tools & Technologies
Data AnalysisAI UtilizationAutomation Tools
Industry Keywords
Legal TechnologyEnterprise IntegrationsSoftware Implementations