Escalation Manager

Job Summary

Guiding critical enterprise account crises to resolution, the full-time Escalation Manager will own the lifecycle of high-stakes escalations, acting as a strategic liaison between Go-To-Market teams and technical organizations while working remotely.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving cross-functional alignment
• Bridge the GTM & Technical Divide by acting as the liaison between GTM teams and technical organizations, ensuring effective communication and data translation
• Decisively Mobilize Resources by assessing complex situations and deploying necessary engineering or support resources 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 regarding platform reliability, system architecture, and data flows
• Exceptional communication skills to translate complex technical challenges for non-technical stakeholders
• Deep emotional intelligence and crisis management skills to handle high-pressure situations effectively
• Demonstrated ability to influence cross-functional teams without formal authority