Escalation Manager

Job Summary

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

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 GTM teams and technical organizations by translating complex technical challenges into actionable insights
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary 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, system architecture, and data flows
• Exceptional communication skills to convey technical challenges to non-technical stakeholders
• Demonstrated crisis command with high emotional intelligence to de-escalate tense situations
• Proven ability to influence cross-functional teams without formal authority