Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating closely with Go-To-Market and technical teams in a remote environment.

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
• Bridge the GTM & Technical Divide by acting as a strategic liaison between relationship management and technical organizations
• Decisively Mobilize Resources by assessing complex situations 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 in a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows with technical stakeholders
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• A root-cause mentality focused on identifying and addressing underlying process or product gaps