Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating cross-functionally between Go-To-Market teams and technical organizations.

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 GTM teams and technical organizations by translating complex technical challenges into actionable insights
• Decisively mobilize resources in ambiguous 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 Technical Program Management within a B2B SaaS environment
• Technical literacy with the ability to discuss platform reliability, system architecture, and data flows
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis command and high emotional intelligence in high-pressure situations
• Proven ability to influence and align cross-functional teams without formal authority