Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, managing the escalation lifecycle while collaborating across Go-To-Market and technical teams in a remote environment.

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 and technical teams, ensuring effective communication and resource mobilization during complex situations
• Drive systemic prevention by transforming reactive incidents into proactive insights and advocating for long-term product improvements

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, or related fields within a B2B SaaS environment
• Strong technical literacy to navigate discussions regarding platform reliability and system architecture
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with high emotional intelligence and a customer-centric approach