Escalation Manager

Job Summary

As a full-time salaried Escalation Manager, the successful candidate will own and guide the resolution of complex upmarket customer crises, working cross-functionally between Go-To-Market and technical teams to ensure effective incident management and proactive improvements.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market and technical teams by acting as a strategic liaison, ensuring clear communication and data-driven insights
• Decisively mobilize resources in complex situations, assessing impacts and deploying support without needing 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
• Strong technical literacy to discuss platform reliability, system architecture, and APIs while translating complex concepts for non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence, capable of de-escalating tense situations effectively
• Proven ability to influence cross-functional teams and align stakeholders without formal authority
• History of identifying and addressing root causes of issues to improve processes and customer experiences