Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, serving as the primary owner of the escalation lifecycle while collaborating cross-functionally between Go-To-Market teams and technical organizations, all within a remote work environment.

Key responsibilities

• Orchestrate the escalation lifecycle as the single point of contact for enterprise account crises and drive resolution strategies
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations to assess impacts and deploy engineering or support resources independently

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 engage in discussions about platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Strong emotional intelligence and crisis management skills to handle high-pressure situations effectively