Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide critical enterprise account crises to resolution, bridging the gap between Go-To-Market teams and technical organizations while managing high-stakes escalations in a remote environment.

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 GTM & Technical Divide, acting as a liaison between relationship management and technical teams to ensure effective communication and data sharing
• Decisively Mobilize Resources to assess impacts and deploy engineering or support resources independently in complex situations

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, system architecture, APIs, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Strong emotional intelligence and crisis management skills to de-escalate tense situations effectively