Escalation Manager

Job Summary

As the strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating cross-functionally with Go-To-Market and technical teams.

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
• Act as a 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 support without 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 discuss platform reliability, system architecture, and APIs in business terms
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis management skills with high emotional intelligence to de-escalate tense situations
• Proven ability to influence cross-functional teams effectively without formal authority