Escalation Manager

Job Summary

To support a rapidly scaling organization, the full-time Escalation Manager will own the lifecycle of high-stakes enterprise account escalations, guiding critical customer crises to resolution while working cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the escalation lifecycle as the primary contact for enterprise account crises, driving cross-functional alignment and resolution strategies
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data sharing
• Decisively mobilize resources in complex 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 in business terms
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated crisis command with high emotional intelligence, effectively managing tense situations
• Proven ability to influence cross-functional teams and drive systemic improvements from tactical fixes