Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, serving as the single point of contact while collaborating cross-functionally with Go-To-Market teams and technical organizations in a remote environment.

Key responsibilities

• Orchestrate the escalation lifecycle by driving cross-functional alignment and defining resolution strategies for critical customer crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to engage in discussions about platform reliability and system architecture
• Demonstrated ability to manage senior stakeholders and navigate high-pressure situations with emotional intelligence
• Proven experience in cross-functional influence without formal authority
• A root-cause mentality with a focus on transforming tactical fixes into strategic improvements