Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time role will guide critical enterprise customer crises to resolution, acting as the primary owner of high-stakes escalations while working cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle, serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and resource mobilization
• Analyze incident trends to develop proactive triaging frameworks and advocate for long-term product improvements

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and data flows with both technical and non-technical stakeholders
• Exceptional communication skills to translate complex technical challenges for diverse audiences
• Demonstrated ability to influence cross-functional teams without formal authority
• A history of identifying and addressing underlying process gaps to prevent future incidents