Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, serving as the primary point of contact while working remotely to ensure cross-functional collaboration between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle, driving alignment and resolution strategies for high-stakes enterprise account crises
• Act as the strategic liaison between GTM teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Strong technical literacy to navigate discussions on platform reliability and system architecture
• Exceptional ability to communicate complex technical challenges to non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence
• Proven track record of cross-functional influence without formal authority