Escalation Manager

Job Summary

As the strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, bridging the gap between Go-To-Market teams and technical organizations while managing resources and stakeholder communications effectively.

Key responsibilities

• Orchestrate the escalation lifecycle as the single point of contact for enterprise account crises, driving cross-functional alignment and resolution strategies
• Act as a strategic liaison between GTM teams and technical organizations, translating complex technical challenges into actionable insights for all stakeholders
• Analyze incident trends to develop proactive triaging frameworks and optimize collaboration across teams to enhance the customer experience

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management within a B2B SaaS environment
• Strong technical literacy to engage in discussions about platform reliability, system architecture, and data flows
• Demonstrated ability to manage high-pressure situations with emotional intelligence and calmness
• Proven track record of aligning and influencing cross-functional teams without formal authority
• A history of identifying and addressing underlying process or product gaps to prevent future issues