Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating cross-functionally between Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations by translating complex issues into actionable insights
• Decisively mobilize resources in ambiguous situations to assess impacts and deploy necessary support without executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability and system architecture
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• High emotional intelligence and crisis management skills to de-escalate tense situations
• A root-cause mentality focused on identifying and fixing underlying process or product gaps