Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role 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 teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving resolution strategies
• Bridge the gap between Go-To-Market and technical teams by translating complex issues into actionable insights and ensuring effective communication
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support or engineering resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management in a B2B SaaS environment
• Technical literacy to engage in discussions about platform reliability, system architecture, and APIs
• Exceptional communication skills for translating complex technical challenges to non-technical stakeholders
• High emotional intelligence and crisis management skills to de-escalate tense situations effectively
• A proactive approach to identifying and addressing underlying issues to improve customer experience and operational workflows