Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide critical enterprise customer crises to resolution, acting as the primary point of contact while collaborating across Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle, serving as the ultimate owner for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations, ensuring effective communication and data sharing
• Decisively mobilize resources to address complex situations, assessing impacts and deploying support 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 about platform reliability, system architecture, and data flows
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality focused on identifying and fixing underlying process or product gaps