Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide critical enterprise account crises to resolution, acting as the primary point of contact while collaborating cross-functionally between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the escalation lifecycle, driving cross-functional alignment and resolution strategies for high-stakes enterprise account crises
• Bridge the gap between Go-To-Market and technical teams by translating complex technical challenges into actionable insights for both stakeholders
• Decisively mobilize resources in ambiguous situations to assess impacts and deploy 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
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows, translating these concepts into business impacts
• Exceptional communication skills to clarify high-complexity technical challenges for non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• A root-cause mentality with a history of identifying and addressing underlying process or product gaps