Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, serving as the primary point of contact while collaborating with cross-functional teams in a remote environment.

Key responsibilities

• Orchestrate the escalation lifecycle by driving cross-functional alignment and resolution strategies for enterprise account crises
• Act as a strategic liaison between Go-To-Market teams and technical organizations to ensure effective communication and data management
• Mobilize resources decisively in complex situations, assessing impacts and deploying support independently

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 to discuss platform reliability, system architecture, and data flows effectively
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with a focus on customer empathy and long-term strategic solutions