Escalation Manager

Job Summary

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

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 and technical teams by acting as a strategic liaison, ensuring effective communication and data translation
• Decisively mobilize resources during complex situations, assessing impacts and deploying necessary support independently

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 navigate discussions about platform reliability and system architecture
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence and align cross-functional teams without formal authority
• A history of identifying and addressing underlying process gaps to drive strategic improvements