Escalation Manager

Job Summary

As a full-time Escalation Manager, the strategic leader will own and manage high-stakes enterprise account crises, guiding them to resolution while working cross-functionally between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations by acting as a strategic liaison and translating complex issues into actionable insights
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support without relying on executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and data flows effectively
• Exceptional communication skills to convey technical challenges to non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence to de-escalate tense situations
• A root-cause mentality focused on identifying and addressing underlying issues beyond immediate resolutions