Active Care Lead

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights.

Our commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), Tendfor, and IQ Messenger, delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms.

As an Active Care Lead, you are responsible for actively managing and driving all ongoing operational activities for a portfolio of enterprise customers enrolled in the Active Care offering. You act as the central owner and integrator across open support cases, professional services engagements, upgrades, and proactive service activities.

You maintain continuous oversight of open incidents and requests, ensure progress across L1, L2, and L3 Support, and keep customers informed with clear and structured communication. You coordinate professional services work linked to Active Care, align timelines, and ensure outcomes are delivered as agreed. You also plan and coordinate upgrades, working with engineering, support, and the customer to manage impact, readiness, and follow up.

This role requires a strong understanding of customer environments and the ability to connect technical detail with operational impact. You translate what is happening across cases, changes, and engagements into a coherent picture for the customer and internally, and you take ownership when priorities need to be set or decisions need to be made.

You work with a small set of 5 to 6 customers on an ongoing basis and are expected to stay close to their environments, risks, and upcoming changes, ensuring stability, continuity, and continuous improvement over time.

Key Responsibilities

• Own the end to end support experience for assigned Active Care customers

• Maintain a deep understanding of each customer environment, architecture, and usage

• Lead regular operational check-ins and monthly service reviews

• Identify risks early and initiate preventive and corrective actions

• Coordinate L1, L2, L3 Support, Professional Services, and Product teams

• Ensure the right technical expertise is engaged at the right time

• Track actions, decisions, and outcomes across teams and follow through to closure

• Act as escalation owner and trusted advisor for the customer

• Translate recurring incidents into structural improvements

What We’re Looking For

• Experience in Support, Technical Account Management, Professional Services, or a similar customer-facing technical role

• Strong understanding of enterprise customer environments and operational support models

• Good understanding of cloud-based architectures and integrations

• Good understanding of contact centre and customer engagement solutions

• Familiarity with voice, chat, and digital channel concepts

• Experience working with release cycles, upgrades, and change impact in production environments

• Ability to understand technical root causes at a functional level and translate them into customer impact

You do not need to be a technical engineer, but you must be technically fluent, able to understand technical concepts, ask the right questions, and be credible in conversations with engineers and architects.

This is a senior, ownership-driven role with direct impact on customer experience and retention. You will work closely with customers and internal teams and are expected to take initiative, challenge when needed, and follow through consistently.

Competencies We Value

• Takes ownership, you take full accountability for outcomes, not just activities

• Action-oriented, you move things forward, even when not everything is clear

• Systems thinking, you understand how environments, teams, and decisions connect

• Customer centricity, you consistently act in the long-term interest of the customer

• Adaptability, you stay effective in changing and high-pressure situations

• Commitment, you deliver on what you promise

• Communication, you create clarity across technical and non-technical stakeholders

Why Join Us?

• Be the trusted advisor to a portfolio of high-value enterprise customers

• Work at the intersection of support, professional services, and engineering

• Be part of a company trusted by 2,000+ enterprises worldwide

• No two days are the same in a dynamic, fast-moving environment

• Collaborate with passionate colleagues who go the extra mile

• Shape the future of enterprise customer experience and retention

• Remote-first working environment with a collaborative, innovative culture

Additional Information

AnywhereNow is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We accept difference and we thrive on it for the benefit of our employees, our products, and our community.

Please note that we have a background check policy. The background check differs per country and position. If you would like to know more, the Talent Acquisition team are happy to answer any questions.