Escalation Manager

Job Summary

As a strategic Escalation Manager, this 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 high-stakes enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts and deploying support without relying on executive intervention

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 navigate discussions regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams effectively without formal authority
• Proven track record of identifying and fixing underlying process or product gaps to drive strategic wins