Escalation Manager

Job Summary

Guiding critical enterprise account crises to resolution, the full-time Escalation Manager will orchestrate the escalation lifecycle, bridge the gap between Go-To-Market and technical teams, and decisively mobilize resources to ensure customer satisfaction in a remote work 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
• Act as a strategic liaison between Go-To-Market teams and technical organizations, translating complex technical challenges into actionable insights
• Analyze incident trends to build proactive triaging frameworks and optimize cross-team collaboration for a more resilient customer experience

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 regarding platform reliability, system architecture, and data flows
• Exceptional ability to communicate complex technical challenges to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence in tense situations
• Proven track record of cross-functional influence and turning tactical fixes into strategic wins