Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time role will guide critical enterprise account crises to resolution, serving as the primary owner of the escalation lifecycle while collaborating across Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the escalation lifecycle, driving cross-functional alignment and resolution strategies for high-stakes enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, translating complex issues into actionable insights
• Mobilize resources decisively in ambiguous situations, assessing impacts and deploying necessary support without executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and data flows effectively
• Exceptional communication skills to convey technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing underlying process gaps to prevent future issues