Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, acting as the primary point of contact and bridging the gap between Go-To-Market teams and technical organizations while working in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the ultimate owner for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the GTM & Technical Divide by acting as a strategic liaison between account teams and technical organizations, ensuring effective communication and data management
• Decisively Mobilize Resources by assessing complex situations 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 B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and APIs
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated crisis command and emotional intelligence to manage tense situations effectively
• A root-cause mentality with a history of turning tactical fixes into strategic improvements