Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will own and guide high-stakes enterprise account crises to resolution, acting as the primary liaison between Go-To-Market teams and technical organizations in a remote environment.

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 issues into actionable insights and data
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support without executive intervention

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 discuss platform reliability, system architecture, and APIs effectively with both technical and non-technical stakeholders
• Exceptional communication skills to convey complex technical challenges clearly to diverse audiences
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term strategic improvements