Escalation Manager

Job Summary

As a full-time Escalation Manager, the strategic leader will guide critical enterprise account crises to resolution, acting as the primary point of contact and ensuring cross-functional alignment while working remotely.

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 teams and technical organizations by translating complex technical challenges into actionable insights for stakeholders
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Technical literacy to engage in discussions about platform reliability, system architecture, and APIs
• Exceptional communication skills to convey complex technical challenges to 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 drive systemic improvements