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 with 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 GTM and Technical Divide by acting as a liaison between relationship management and technical teams, ensuring effective communication
• 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, or related fields within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability, system architecture, and data flows
• 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