Escalation Manager
Job Summary
As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, serving as the primary contact between Go-To-Market teams and technical organizations while managing high-stakes escalations and optimizing customer experience.
Key responsibilities
- Orchestrate the Escalation Lifecycle, driving cross-functional alignment and resolution strategies for enterprise account crises
- Act as the strategic liaison between GTM teams and technical organizations, ensuring clear communication and data translation
- Mobilize resources decisively in complex situations, assessing impacts and deploying support without executive intervention
Required qualifications
- 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
- Strong technical literacy to discuss platform reliability, system architecture, and data flows effectively
- Exceptional communication skills for translating technical challenges to non-technical stakeholders
- Demonstrated crisis management abilities with high emotional intelligence and customer empathy
- Proven cross-functional influence and a root-cause mentality to drive strategic improvements
Complete Job Description
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