Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will guide critical enterprise account crises to resolution, acting as the primary owner of the escalation lifecycle while collaborating cross-functionally with Go-To-Market and technical teams.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for high-stakes enterprise account crises and driving resolution strategies
• Bridge the gap between GTM teams and technical organizations by translating complex technical challenges into actionable insights for stakeholders
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary support without relying on executive intervention

Required qualifications

• 5+ years of experience in Technical Account Management, Enterprise Support Leadership, or Technical Program Management within a B2B SaaS environment
• Strong technical literacy, with the ability to discuss platform reliability and system architecture in business terms
• Exceptional communication skills to convey complex technical issues to non-technical stakeholders
• Demonstrated crisis management capabilities and high emotional intelligence in high-pressure situations
• Proven ability to influence cross-functional teams and drive systemic improvements based on root-cause analysis