Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating across Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and resource deployment
• Manage senior stakeholders through tense scenarios, presenting technical root causes and remediation plans to both internal and customer leadership

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 to navigate discussions on platform reliability and system architecture
• Exceptional communication skills for translating technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term solutions