Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, working cross-functionally between Go-To-Market teams and technical organizations while managing complex customer situations remotely.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability, system architecture, and data flows
• Exceptional communication skills for translating complex technical challenges for non-technical stakeholders
• Strong emotional intelligence and crisis management skills to handle tense situations effectively
• Demonstrated ability to influence cross-functional teams without formal authority