Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide critical enterprise account crises to resolution by orchestrating the escalation lifecycle, bridging communication between Go-To-Market and technical teams, and mobilizing resources effectively.

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, ensuring clear communication and actionable data
• Analyze incident trends to build proactive triaging frameworks and optimize collaboration across teams to enhance customer experience

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Strong technical literacy to navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence and align cross-functional teams without formal authority
• Proven crisis management skills with high emotional intelligence to de-escalate tense situations effectively