Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide complex upmarket customer crises to resolution, acting as the primary owner of high-stakes enterprise account escalations while collaborating cross-functionally between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle, serving as the single point of contact for enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market and technical teams by translating complex technical challenges into actionable insights
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support without 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 data flows effectively
• Exceptional communication skills for translating technical challenges for non-technical stakeholders
• Demonstrated crisis management abilities and high emotional intelligence during tense situations
• Experience in cross-functional influence and aligning diverse teams without formal authority