Escalation Manager
Job Summary
As a strategic Escalation Manager, the full-time role will guide complex enterprise account crises to resolution, serving as the primary point of contact while collaborating cross-functionally with Go-To-Market and technical teams.
Key responsibilities
- Orchestrate the escalation lifecycle as the ultimate owner for high-stakes enterprise account crises, driving cross-functional alignment and resolution strategies
- Act as a strategic liaison between Go-To-Market teams and technical organizations, ensuring clear communication and data-driven insights
- Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support without relying on executive intervention
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 regarding platform reliability, system architecture, and APIs
- Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
- Demonstrated ability to influence cross-functional teams without formal authority
- A history of identifying and addressing underlying process or product gaps to prevent future issues
Complete Job Description
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