Escalation Manager

Job Summary

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

Key responsibilities

• Orchestrate the escalation lifecycle, serving as the single point of contact for high-stakes enterprise account crises
• Bridge the gap between Go-To-Market teams and technical organizations by translating complex issues into actionable insights
• Decisively mobilize resources to address ambiguous situations and assess technical and business impacts independently

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, Incident Management, or Technical Program Management in a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and APIs
• Demonstrated crisis management skills with high emotional intelligence and the ability to de-escalate tense situations
• Proven ability to influence cross-functional teams without formal authority
• A root-cause mentality focused on identifying and addressing underlying process or product gaps