Escalation Manager

Job Summary

Owning the lifecycle of high-stakes enterprise account escalations, the full-time Escalation Manager will guide critical customer crises to resolution, acting as a strategic liaison between Go-To-Market teams and technical organizations while working remotely.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams by translating complex technical challenges into actionable insights
• Decisively mobilize resources to assess impacts and deploy necessary support independently during complex situations

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability and system architecture
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated crisis command with high emotional intelligence to de-escalate tense situations
• A root-cause mentality focused on identifying and fixing underlying process or product gaps