Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, acting as the primary point of contact while collaborating cross-functionally with Go-To-Market and technical teams to ensure effective communication and resource mobilization.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the ultimate owner for high-stakes enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market and technical teams by translating complex issues into actionable insights and ensuring clear communication
• Manage senior stakeholders by presenting technical root causes and remediation plans during tense customer scenarios

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and APIs, translating these concepts into business impacts
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality with a focus on transforming tactical fixes into strategic improvements