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 while collaborating cross-functionally between Go-To-Market teams and technical organizations, all in a remote work environment.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and defining resolution strategies for critical customer crises
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data translation for problem-solving
• Decisively mobilize resources in complex situations, assessing impacts and deploying support independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to navigate discussions regarding platform reliability, system architecture, and APIs
• Exceptional communication skills to translate technical challenges for non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• Proven crisis management skills with high emotional intelligence to de-escalate tense situations