Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide complex upmarket customer crises to resolution, bridging the gap between Go-To-Market teams and technical organizations while managing high-stakes enterprise account escalations remotely.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Act as a 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, translating these concepts into business impacts
• Exceptional communication skills to clarify complex technical challenges for non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• A history of identifying and addressing underlying process or product gaps to prevent future issues