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 owner of high-stakes escalations while collaborating with Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations by translating complex technical challenges into actionable insights
• Mobilize resources decisively in ambiguous situations, assessing impacts and deploying support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management in a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability, system architecture, and data flows
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Strong crisis management abilities with high emotional intelligence to de-escalate tense situations
• Demonstrated cross-functional influence to align and hold accountable teams without formal authority