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 stakeholders effectively.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Act as a strategic liaison between GTM teams and technical organizations, ensuring effective communication and data sharing
• Decisively mobilize resources in complex situations and guide internal teams through tense customer scenarios

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Strong technical literacy to navigate discussions on platform reliability, system architecture, and APIs
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality focused on identifying and fixing underlying process or product gaps