Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide high-stakes enterprise account crises to resolution, acting as the primary point of contact and facilitating cross-functional collaboration between Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the ultimate owner for enterprise account crises and driving resolution strategies
• Bridge the gap between GTM and technical teams, ensuring effective communication and data sharing
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or similar roles in a B2B SaaS environment
• Strong technical literacy with the ability to discuss platform reliability and system architecture
• Exceptional communication skills for translating technical challenges to non-technical stakeholders
• Demonstrated crisis management skills and high emotional intelligence
• Proven ability to influence cross-functional teams without formal authority