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 primary owner of the escalation lifecycle while collaborating cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and resolution strategies for enterprise account crises
• Act as the strategic liaison between Go-To-Market teams and technical organizations to facilitate 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 experience in Technical Account Management, Enterprise Support Leadership, or Incident Management in a B2B SaaS environment
• Strong 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 and align cross-functional teams without formal authority
• Proven crisis management skills with high emotional intelligence to de-escalate tense situations