Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating 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 crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying support 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 APIs
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• High emotional intelligence and crisis management skills to de-escalate tense situations
• Proven ability to influence cross-functional teams without formal authority