Escalation Manager

Job Summary

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

Key responsibilities

• Orchestrate the escalation lifecycle, serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring clear communication and actionable insights
• Mobilize resources in complex 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 Incident Management within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability and system architecture
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven track record of identifying and addressing underlying process or product gaps to prevent future issues