Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time role will guide critical enterprise account crises to resolution, acting as the primary owner of high-stakes escalations while working 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 to ensure effective communication and alignment
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support without executive intervention

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 discuss platform reliability, system architecture, and APIs effectively
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• High emotional intelligence and crisis management skills to de-escalate tense situations
• Proven ability to influence cross-functional teams and drive systemic improvements