Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, serving as the primary point of contact while collaborating cross-functionally between Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for high-stakes enterprise account crises
• Act as the strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and data flows with technical stakeholders
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated ability to influence and align cross-functional teams without formal authority
• A history of identifying and addressing underlying process or product gaps to drive strategic improvements