Escalation Manager

Job Summary

Guiding critical enterprise account escalations to resolution, the full-time Escalation Manager will own the lifecycle of high-stakes crises, bridging the gap between Go-To-Market teams and technical organizations while optimizing cross-team collaboration in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle, serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Act as the strategic liaison between Go-To-Market teams and technical organizations, ensuring effective communication and data translation
• Mobilize resources decisively in complex situations, assessing impacts 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 within a B2B SaaS environment
• Technical literacy to navigate discussions on platform reliability and system architecture, translating complex concepts into business impacts
• Exceptional communication skills to convey high-complexity technical challenges to non-technical stakeholders
• Demonstrated ability to influence and align cross-functional teams effectively without formal authority
• A root-cause mentality with a history of identifying and fixing underlying process or product gaps