Escalation Manager
Job Summary
As a strategic Escalation Manager, this full-time position will guide complex upmarket customer crises to resolution, serving as the definitive owner of high-stakes enterprise account escalations 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 enterprise account crises and driving resolution strategies
- Bridge the gap between Go-To-Market teams and technical organizations by translating complex technical challenges into actionable insights
- Decisively mobilize resources in ambiguous situations to assess impacts and deploy necessary engineering or support resources independently
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 navigate discussions regarding platform reliability and system architecture
- Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
- Demonstrated ability to influence and align cross-functional teams without formal authority
- Proven track record of identifying and addressing underlying process or product gaps to prevent future issues
Complete Job Description
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