Escalation Manager

Job Summary

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

Key responsibilities

• Orchestrate the escalation lifecycle by serving as the single point of contact for high-stakes 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
• Decisively mobilize resources in ambiguous situations to address technical and business impacts without relying on 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 with the ability to discuss platform reliability, system architecture, and APIs effectively
• Exceptional communication skills to convey complex technical concepts to non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence and the ability to de-escalate tense situations
• Proven ability to influence cross-functional teams and drive systemic improvements in customer experience