Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical upmarket customer crises to resolution, acting as the primary owner of high-stakes enterprise account escalations while collaborating cross-functionally with 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 resolution strategies
• Bridge the gap between GTM teams and technical organizations, ensuring effective communication and alignment on complex issues
• Decisively mobilize resources to address ambiguous 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 in a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability and system architecture
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term solutions