Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide complex enterprise account crises to resolution while collaborating with cross-functional teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market (GTM) teams and technical organizations by acting as a strategic liaison and translating technical challenges into actionable insights
• Decisively mobilize resources to address complex situations, assess impacts, and deploy necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a complex B2B SaaS environment
• Strong technical literacy to navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing underlying process or product gaps to prevent future issues