Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role 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 cross-functional alignment
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data-driven decision-making
• Decisively mobilize resources in complex situations, assessing impacts and deploying necessary support without executive intervention

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 discuss platform reliability, system architecture, and data flows effectively
• Exceptional communication skills for translating technical challenges to non-technical stakeholders
• Demonstrated ability to influence cross-functional teams without formal authority
• A root-cause mentality focused on identifying and fixing underlying process or product gaps