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 key liaison between Go-To-Market teams and technical organizations while managing resources and driving systemic improvements.

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 gap between Go-To-Market and technical teams, ensuring effective communication and data translation to address complex challenges
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support without relying on executive intervention

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or similar roles within a complex B2B SaaS environment
• Technical literacy with the ability to navigate discussions about platform reliability and system architecture
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence to manage tense situations effectively
• Proven ability to influence cross-functional teams without formal authority, driving accountability and alignment