Escalation Manager

Job Summary

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

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for high-stakes enterprise account crises
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data translation for complex challenges
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Strong technical literacy to navigate discussions on platform reliability, system architecture, and data flows
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated crisis command with high emotional intelligence to de-escalate tense situations
• Proven ability to influence cross-functional teams and drive systemic improvements in processes and products