Escalation Manager

Job Summary

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

Key responsibilities

• Orchestrate the Escalation Lifecycle by 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 effective communication and data translation
• Decisively 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 Technical Program Management within a B2B SaaS environment
• Strong technical literacy to navigate discussions regarding 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 effectively without formal authority
• Proven track record of turning tactical fixes into strategic wins by identifying and addressing underlying process gaps