Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of high-stakes escalations while collaborating cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the escalation lifecycle as the single point of contact for high-stakes enterprise account crises, driving cross-functional alignment and resolution strategies
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a complex B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and APIs while translating complex concepts into business impacts
• Exceptional communication skills to convey high-complexity technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams effectively without formal authority
• A root-cause mentality focused on identifying and fixing underlying process or product gaps