Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution, serving as the primary contact between Go-To-Market teams and technical organizations while optimizing cross-team collaboration in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for high-stakes crises
• Act as a strategic liaison between GTM teams and technical organizations, ensuring clear communication and data-driven insights
• Mobilize resources decisively in complex situations, assessing impacts and deploying support independently

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 navigate discussions on platform reliability and system architecture
• Exceptional ability to communicate complex technical challenges to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• Proven track record of turning tactical fixes into strategic wins with a focus on customer experience