Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating cross-functionally between 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 Go-To-Market and technical teams by translating complex technical issues into actionable insights
• Decisively mobilize resources to manage ambiguous situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or similar roles within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and data flows effectively
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven track record of transforming tactical fixes into strategic improvements