Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time position will guide high-stakes enterprise account crises to resolution, serving as the primary point of contact while working cross-functionally with Go-To-Market and technical teams in a remote environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and resolution strategies for enterprise account crises
• Bridge the gap between Go-To-Market teams and technical organizations by translating complex issues into actionable insights
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying support without relying on executive intervention

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and data flows effectively
• Exceptional ability to communicate complex technical challenges to non-technical stakeholders
• Demonstrated high emotional intelligence and crisis management skills
• Proven track record of influencing cross-functional teams without formal authority