Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, serving as the definitive owner of the escalation lifecycle 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 high-stakes crises and driving cross-functional alignment
• Bridge the GTM & Technical Divide by acting as a strategic liaison between GTM teams and technical organizations
• Decisively Mobilize Resources to assess impacts and deploy engineering or support resources independently

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 and system architecture
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams effectively without formal authority
• Proven track record of identifying and fixing underlying process or product gaps in crisis situations